• Handle enquiries from the general public, agencies and Healthcare Professionals and provide appropriate advice.? 
• Analyse and record accurately enquiries and new issues of complaint on a Complaint Management System.? 
• Decide upon an appropriate investigation liaising as appropriate with Healthcare Professionals, Medical and Administrative Managers; this includes communicating by email, letter, and telephone.? 
• Record all activities accurately on CMS when dealing with each customer complaint. -Draft letters, including replies to sometimes multi-issue and complex complaints to agreed quality standards.? 
• Obtain relevant information and draft replies for Freedom of Information requests -Investigate official correspondence, CEO and PQ referrals – liaise and provide contributions to DWP managers, explaining the outcome of investigations? 
• Taking action at the conclusion of each investigation ensuring an outcome is recorded.? Advising the DWP of the outcome of an investigation, when appropriate.? 
• Provide quality assurance of complaint investigations and replies; provide feedback to colleagues as required.? 
• Ensure appropriate claimant and customer interventions to resolve issues of dissatisfaction.? 
• Ensure close case management to ensure all targets are met.? 

Skills and Qualifications

• Good organisational and time management skills needed to prioritise urgent cases, achieve targets, and strike the correct balance between duties. 
• Excellent drafting skills. 
• Excellent oral and interpersonal skills needed to deal effectively with sometimes complex issues which require patience, understanding, tact and sensitivity. 
• Computer literate with good typing skills. 
• Ability to work under own initiative to meet deadlines and specified standards. 
• Good team player; as well as able to work on own initiatives. 
• Ability to cope with vulnerable and distressed claimants. 

This job description is not intended to be exhaustive and may be revised from time to time to reflect the changing needs of Maximus. 

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 wellbeing 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 interview. Your Guaranteed 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.