Customer relations manager serp_jobs.h1.location_city

Description & Requirements Be part of something great Maximus is a global organisation that specialises in providing health and employment services to millions of people every year.

Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.

From assessments and health services to employability programmes and specialist support, we do work that matters with people who care. Role is necessary to carry out clinical reviews and provide case managers with advice in relation to complaints and enquiries in connection with PIP referrals.

Complaints and enquiries can come from customer, representatives (including welfare rights groups & MPS), as well as DWP.

Part of the role is also to provide outcomes and feedback on all complaints about healthcare professionals that is used as part of professional development and improvement in addition to being utilised to make overall business improvements. Key Contacts & Relationships : Internal : Head of Customer Relations Customer Director Customer Relations Team Head of PIP Ops & Head of PIP Clinical CDMs & RSDMs CSLs & SDMs HPs Head of External Communications & Policy Customer Experience Manager Clinical Excellence Team External : DWP Customers and their representatives (for serious complaints). Accountability : Provide clinical input to Case Officer investigations at stage 1 & stage 2- utilising all available evidence to determine whether the assessment and report has been completed in accordance with quality and professional standards.

This involves all levels of complaints including Ministerial and SLT cases - 75% Assess a HP's complaint record in conjunction with the findings of the complaint investigation and advise the Case Officer of the appropriate outcome for the complaint.

• 5% Communicate any deficiencies found to DWP.
• 5% Provide feedback to HPs following a complaint investigation and highlight any concerns relating to the quality of any clinical outputs considered as part of the complaint investigation - 5% Liaise with other CRHCPs, Head of Customer Relations, Clinical Excellence Team & operational colleagues to highlight complaint trends & facilitate improvements.
• 5% Carry out investigations in relation to Serious Complaints in accordance with the Complaint Process and produce investigation report for review by Clinical Excellence Team.
• 5% Ad Hoc tasks as required by Head of Customer Relations & Customer Director, including input to internal process reviews and high profile cases Qualifications & Experience : Essential - Fully trained and accredited in carrying out PIP PA4 assessments (including audit), with proven experience and consistent excellent quality. Desirable : Advice training IR training SREL training PA3 approved. Individual Competencies : Able to work autonomously as well as part of a team and build positive working relationships with both clinical and administrative colleagues. Able to apply professional skills and manage own professional competence and accountability, in accordance with the appropriate governing body Code of Conduct. Complies with all applicable CPD requirements. Flexible and adaptable. Able to collaborate effectively with others to promote a culture of team work and customer focus. Excellent oral and written communication and interpersonal skills. EEO Statement Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process.

We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic.

Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions.

The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job.

When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme.

If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview.

YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team.

Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process. Minimum Salary £ 39,500.00 Maximum Salary £ 44,500.00