ROLE RESPONSIBILITY:

Complaints Administrator

G4S Care and Rehabilitation Services

Oakhill Secure Training Centre, Milton Keynes, MK5 6AJ

Salary £22,000 per annum

Permanent, Full Time, 40 hours per week

Benefits: Company Pension, free on-site parking, uniform, on-site canteen, access to High Street Shop discounts, local Gym discounts and ongoing training and development

At Oakhill Secure Training Centre we look after young people aged 12 to 18 years old who have been remanded or sentenced to periods of detention. The vulnerable young people in our care can be challenging with a wide range of social and emotional complex needs. This is an environment that calls for high standards of social care and service delivery to provide a secure and stable environment for young people to develop their life skills and address the behaviours that have led them into custody.

Oakhill Secure Training Centre works closely with the Youth Custody Services to ensure that its regimes and designs reflect best practice in residential care to prevent offending.

Job Outline:

The aim of the Complaints Administrator is to ensure that the centre has a robust complaints process which captures the concerns and issues raised by young people.  In addition, the role will provide essential administrative support for the Audit team. It is estimated to be a 50/50 split across these two roles.   

Key Responsibilities:

• Collect, process and organise complaints submitted by young people and allocate them according to the nature of the complaint to ensure that safeguarding concerns are passed to the Safeguarding team.     
• Store and collate information regarding complaints and provide a detailed monthly report for the Head of Operational Delivery and other reports that are required by the organisation such as Key Performance indicators and targets. 
• Ensure that all complaints, DIRFS and Initial Reviews are managed effectively and provide an up to date list for the morning briefing.
• Administration supporting the Audit function.
• Holiday cover for Finance officer.
• Maintain comprehensive stocks of all forms and documentation required by the function/department so that it is available when required.
• Collate, produce and distribute regular and ad-hoc statistics and reports so that individuals and departments receive accurate up to date information.
• Deal with all routine queries so that an appropriate response is provided.
• Complete the administration of the complaints, bullying and allegations processes ensuring that they are dealt with in accordance with the Centre’s policies and procedures.
• Undertake some sessions with young people and collate information gathered to enable continuous improvement of service delivery and youth participation.
• All staff employed by G4S has the responsibility for their own Health & Safety and to their colleagues in order to assist G4S in its obligation to achieve British Safety Council Requirements at all times.

Please note that the above responsibilities are not exhaustive and we reserve the right to add relevant duties in line with the service needs.

THE IDEAL CANDIDATE:

Essential Skills:

• Experience within the Safeguarding Arena
• Able to complete spreadsheets and extract data with commentary
• Able to support the completion of numerous documents and reports

Desirable Skills:

• Experience delivering training
• Experience of working in a custodial environment with young people and understanding the complexity of their needs etc.

At G4S, we invest heavily in our people.  If you join us you will have a job specific induction programme to equip you with the skills and knowledge for the job. As well as ongoing support and development opportunities we offer generous holiday entitlement, company pension, an onsite gym, free onsite parking and the chance to do an extraordinary job – every day.

Equality and Diversity is an important part of G4S Care and Rehabilitation Services. We actively encourage applications from all backgrounds and are a fully inclusive employer who aims to support all employees to be their true selves. We are happy to discuss any reasonable adjustments for either the role or during the recruitment process

Safeguarding children and young people is our primary focus and the welfare of the child is paramount. Therefore we have a corporate responsibility to ensure that the safeguarding and our G4S values are at the centre of all we do.​

To apply for this role, you must be eligible to work in the UK and must have been resident in the UK for a minimum of 3 years.   You will also be required to undergo DBS enhanced level security clearance and will need to provide full details of your work and educational history covering the last 10 years as part of the screening process.