Job Overview

• We are currently seeking a dedicated and enthusiastic Non-Operational Complaints & Litigation Administrator to come join our Contract & Performance Team. Our approach is looking to offer a deep sense of safety and respect, through a supportive, uplifting environment, that helps prisoners and staff to see their potential to unlock a bright future for all. Applicants from various and diverse backgrounds are all welcome as we are looking for a Non-Operational applicant who is highly interested in supporting the running of the Establishment.

Main Duties

• This role involves providing administrative support for the collation, review, allocation, and administration of prisoner complaints and litigation, ensuring compliance with contractual, MOJ, company, legislative, and relevant standards.

  In this role you will ensure all litigation and complaints are recorded, reviewed, assigned, and responded to in a timely manner by the appropriate person or department to achieve compliance with contractual, MOJ, company, and legislative requirements. You will process and disseminate relevant information accurately and within deadlines. Whilst identifying trends across the contract and conducting root cause analysis.

  Responsibilities include providing support and advice to staff and local managers to ensure quality standards are met in compliance with relevant legislation and the Prisoner Complaints Policy Framework. Managing all complaints and litigation in line with the Data Protection Act 2018 and the General Data Protection Regulation. Supporting the development and production of a complaints and litigation performance report, ensuring all key information is accurately recorded and reported to relevant stakeholders. Promoting commitment and compliance with Health & Safety and Environment standards and contractual requirements. Proactively assist stakeholders, respond constructively to questions and action points from the Independent Monitoring Board (IMB), His Majesty's Inspector of Prisons (HMIP), and the MOJ Contract Monitoring Team

What we are looking for

• Candidates must demonstrate exceptional attention to detail and be clear, confident communicators both in person and in writing, A high standard of written English is essential, Applicants should also possess solid IT proficiency, including intermediate to advanced skills in Microsoft Word, Excel, Outlook, and general computer use.

  Although this role is non‑operational, there will be occasions where you are required to be prisoner‑facing. This includes visiting the house blocks to collect and deliver prisoner complaints and ensuring all paperwork relating to internal and external complaints processes is fully stocked and up to date.

  It is advantageous to have previous experience working in a prison or secure environment, as well as experience in a customer service role or similar, dealing with complaints and/or litigation. Additionally, experience in a litigation or complaints resolution role is desirable.

  About You:

  • We are looking for a confident, self – motivated team player to join a small but dedicated team within HMP Millsike.
  • You will have the ability to champion the Mitie core values.
  • Excellent attention to detail and be a clear and confident communicator.
  • A strong commitment to ensuring that all complaints are handled thoroughly, fairly, and in line with policy.