The post holder will be line managed by the Complaints Delivery Manager and together ensure we meet its duty to investigate complaints.
The post holder will maintain and develop systems for the effective management of complaints, comments and compliments on our services from patients and the public, ensuring that this is done in keeping with our Complaints Policy and Department of Health guidance.
The post holder is pivotal in supporting the Complaints Manager in providing quality assurance in relation to patient experience and improving commissioned services to patients.
I am recruiting for a local authority who is looking for a administrative Officer to work in the Complaints Team, you'll report to the Complaints Team Manager, based in the Council's offices, for a minimum of three days per week.
Your role within the Complaints Team will involve handling various administrative tasks related to complaints.
This includes engaging with residents via telephone, email, and formal written correspondence.
The Complaints and Customer Experience Officer will be responsible for investigating complaints in line with the company's, Financial Conduct Authority & Financial Ombudsman Service's procedures and guidelines.
The successful candidate will review and respond to complaints within regulatory timeframes and proactively contact customers to discuss their complaints and/or concerns.
This role will also play a key part in root cause analysis of complaints and customer feedback, supporting the Head of Contact Centre in identifying areas that the company can improve on to enhance the overall customer experience and meet customer needs.
As a Senior Complaints officer, you will assist the complaints Team leader to inspire, mentor, and lead the complaints handling team to provide a best-in-class complaint handling service.
This role will be engaging with customers, colleagues, and management to ensure complaints are fully investigated and that we deliver fair customer outcomes in adherence with FCA regulations in a professional and timely manner.
You will be responsible for helping us consistently deliver an exceptional service that puts the fair treatment of the customer at the heart of the business.
The Senior Complaints Officer is dedicated to resolving customer complaints, both orally and in writing, in a timely manner.
To support customers through the final stages of the internal complaints journey, investigating cases on their individual merits, and coming to a decision on the outcome of the case.
They are also responsible for ensuring that issues that could affect other customers are identified and fed back.
We are seeking a dedicated Complaints Officer to join our team, focusing on investigating final stage complaints and delivering fair and objective resolutions.
As an ambassador for our customer-first approach, you will play a key role in enhancing our customer experience and service delivery.
You will be an excellent communicator, adept at building relationships with various stakeholders, and possess strong problem-solving skills.