Complaints Lead Full Time

AQA
At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it’s our people who make this happen.

Complaints Lead

Permanent

Salary

Manchester: £22,548 – £25,116 per year

Hybrid Working

This is a brand new role within a newly reformed team which offers the opportunity for real growth and development in a company that actively encourages learning and internal mobility.

If you are well versed in complaints and developing complaints reduction strategies, perhaps with an ombudsman background, this could be your next job. The organisation is diversifying and is likely to expand beyond the current customer base so you will need to be ready for a challenge to shape any changes and make the role your own.

You will be part of the core team of 3 which expands to become a team of 9 in peak exam season, where you will have the opportunity to line manage our seasonal colleagues.

This role will enable you to work a 35 hour working week on a hybrid basis whilst having 25 days leave, which increases to 30 days with service, plus extra days over Christmas . On top of that you will have access to an generous pension which could see you paying in 7% and AQA paying in an additional 11.5% per annum.

To apply, please upload your CV. All applications will be responded to.

Interviews will be held via MS Teams in the week beginning 9 January 2023

CRE22

Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

Owns the delivery of high-quality, consistent and customer-focused responses to complaints. Oversees the day-to-day case management of complaints, liaising with colleagues at all levels from across the organisation to ensure that complaints are resolved promptly, in line with internal and regulatory requirements. In doing so, role-models AQA’s values and behaviours.

Supports colleagues in offering best-in-class complaint-handling through the provision of training and guidance. Line-manages the Complaints Team Adviser, facilitating their growth and development. During peak periods, manages the temporary Complaints team, providing support and guidance to the team and ensuring customers are receiving an excellent service.

Supports with complaints reporting and root cause analysis, feeding back to colleagues and teams across the organisation. Helps to identify opportunities for improvements to complaint-handling and systems, ensuring our approach is as effective and efficient as possible.Section 1 – Accountabilities

Customer (external or internal) – Being trusted and reliable in assessment design and delivery
Build exceptional relationships with our internal and external customers, guiding the business in consistently delivering a best in class service that meets our customers’ needs.
Demonstrates commercial flexibility by undertaking other responsibilities which are of a commensurate level as business needs change.

Cash (finances) – Ensuring sound financial management and a robust asset base

Product and internal processes – Delivering quality products and outcomes – as recognised by the customer
Resolve and actively manage complaints, including escalated complaints, liaising with other areas to come to a final resolution in the best interests of the customer. Ensure complaints are resolved in a prompt and efficient manner meeting our regulatory requirements and customer standards.
Support colleagues by providing regular training and guidance on complaint-handling.
Ensures AQA is safe and legally compliant by applying AQA’s policies and other legislative requirements including but not limited to HSE, Equal Opportunities and ISMS.

People and culture – Ensuring we have great people achieving their potential
Produces high levels of performance by modelling leadership behaviours with confidence and providing clarity, challenge, feedback and coaching in line with business objectives.
Line-manages the Complaints team adviser, ensuring they’re providing an excellent service and facilitating their growth and development.
At peak times, manages a team of advisers to deliver high-quality responses to sensitive cases.

Technology – Delivering demonstrably secure, reliable, agile and cost-effective systems
Uses CRM system to manage, allocate and report on complaints. Adept at using other internal systems for investigative and reporting purposes.
Helps to identify opportunities to make improvements to our systems and processes.

Government and external – Providing timely, valued insight and evidence that inform policy
Responds promptly, thoroughly and confidently to the concerns of the regulator and key external stakeholders.

Section 2 – Key relationships and performance

Key internal relationships:
Complaints Manager
Complaints Team Adviser
Head of Customer Experience
Customer Services
Operations
Curriculum
Exams Integrity
Regulatory Relationships

Key external relationships:
Teachers, exams officers and SLT staff
Ofqual

Key performance indicators:
Resolving complaints to a consistently high standard, meeting our Service Level Agreements
Exceptional relationships with internal and external stakeholders
High-quality handling of complaints across AQA as identified by quality assurance monitoring and regulatory feedback

Section 3 – Person profile

Assessment
Understanding of relevant supply chain/business process best practice – A/P
Broad understanding of the political, educational and business context within which AQA works – A/I
Knowledge of best-practice complaints processes with associated procedures and systems – A/I

Qualification
Educated to degree level or extensive experience in a similar role – A

Skills
Attention to detail and accuracy in customer correspondence – P
Ability to deal effectively and accurately with written and telephone enquiries from internal/external customers using clear and concise English – A/I/P
Customer focused – delivers own and team’s work to the best outcome from the customer perspective – A/I/P
Develops effective working relationships within and across sites – A/I/P
Manages process and drives performance of collaboration – I/P
Coaches, develops and supports colleagues in their handling of complaints, including delivering training and producing guidance documents – A/I/P
Deals tactfully and discreetly with sensitive and confidential matters – P
Organises, plans and supervises the work of a group of staff to meet customer and business needs – I/P
Manages people effectively; motivates individuals to deliver performance and supports their development – I/P
Assists with complaints reporting and root cause analysis, driving continuous improvement – I/P
Helps shape and implement overarching complaints strategy – I/P

Behaviours
Customers front and centre – I/P
Step up – I/P
Work and learn together – I/P
Shape tomorrow – I/P
Results matter – I/P

Experience
Experience of managing workloads in a complaints environment – A/I
Experience of managing sensitive and valued customers in a complaints environment – A/I
Experience of supporting others in their handling of complaints – A/I