Complaints and Litigation Administrator

Salary:£26,010

Mitie Care & Custody (C&C) is driven by a bold vision: to establish HMP Millsike as a place of restoration and rehabilitation, where prisoners can unlock their full potential and make meaningful, positive changes in their lives. We are excited by the opportunity Millsike presents: a blank canvas on which we can paint a bright future for our prisoners. Our mission is clear: to create an environment that empowers, inspires, and supports individuals to re-enter society with hope, purpose, and a life plan. To achieve this, we will set a culture of rehabilitation and restoration underpinned by integrity and high expectations. Prisoners will experience a dramatic shift from traditional prison environments. Millsike will be a vibrant, bustling community, teeming with industry, activity and opportunities for personal growth. Above all, we will ensure our approach offers a deep sense of safety/respect, through a supportive, uplifting environment, that helps prisoners to see their potential and that unlocks a brighter future for all.

Job objectives and responsibilities

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.

Person Specification

Candidates must have excellent attention to detail and be clear communicators, both verbally and in written English of a high standard. They should possess intermediate to expert IT skills, particularly in Microsoft Word, Excel, and Outlook.

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.

As a business, Mitie Care & Custody is committed to diversity and inclusion and we would welcome applications from a wide range of backgrounds including veterans, those looking for a career change, and people who have experience in social care or a learning environment. Full training will be given where applicable, and we would encourage anyone who might be thinking about a role in a secure establishment to get in touch.

Our purpose: our expertise, care, technology, and insight create amazing work environments, helping our customers be exceptional every day.

Our promise to our people: a place to work where you can thrive and be your best every day.

Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

Our culture – our core values and how we behave:

We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.

We go the extra mile: whether its keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers, and keeping our promises is in our DNA.

Our diversity makes us stronger: we are immensely proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

Our customers' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.