Complaints & Litigations Administrator

Job Overview

We are currently seeking a dedicated and enthusiastic Non‑Operational Complaints & Litigation Administrator to join our Contract & Performance Team. Our approach is to provide a supportive, uplifting environment that helps prisoners and staff unlock a bright future. Applicants from diverse backgrounds are welcome.

Responsibilities

• Provide administrative support for collation, review, allocation, and administration of prisoner complaints and litigation, ensuring compliance with contractual, MOJ, company, legislative, and relevant standards.
• Record, review, assign and respond to all litigation and complaints in a timely manner, meeting contractual, MOJ, company, and legislative requirements.
• Process and disseminate relevant information accurately and within deadlines.
• Identify trends across the contract, conduct root‑cause analysis and provide insights.
• Support staff and local managers to meet quality standards in compliance with relevant legislation and the Prisoner Complaints Policy Framework.
• Manage all complaints and litigation in line with the Data Protection Act 2018 and GDPR.
• Help develop and produce a complaints and litigation performance report, ensuring accurate information is reported to relevant stakeholders.
• Promote commitment to Health & Safety, Environment standards, and contractual requirements.
• Assist stakeholders, respond constructively to queries and action points from IMB, HMIP, and the MOJ Contract Monitoring Team.
• Occasionally visit house blocks to collect and deliver prisoner complaints, and maintain up‑to‑date paperwork for internal and external processes.

Qualifications & Experience

• Exceptional attention to detail and clear, confident communication skills (in person and in writing).
• High standard of written English.
• Solid IT proficiency: intermediate‑to‑advanced skills in Microsoft Word, Excel, Outlook, and general computer use.
• Previous experience working in a prison or secure environment is advantageous.
• Customer‑service or similar experience dealing with complaints and/or litigation is desirable.
• Experience in a litigation or complaints resolution role is desirable.

About You

• Confident, self‑motivated team player who thrives in a small but dedicated team.
• Ability to champion Mitie core values.
• Strong commitment to ensuring all complaints are handled thoroughly, fairly, and in line with policy.
• Clear and confident communicator with strong attention to detail.

#J-18808-Ljbffr…