Meridian Business Support is working with a
leading Clinical homecare company
to appoint a
Complaints Investigator
based in
Hoddesdon (CM19).
- Salary: up to £34k – dependant on experience
- Hybrid Role
- Monday to Friday 9am till 5.30pm
- Benefits: Bonus scheme, Employee assistance, Excellent training & development programmes a
As our
complaint's investigator
, you will take the lead on complaints/ concerns
received
into the company. You will launch an
investigation
and
root cause analysis
on company processes to understand process and
draw conclusion from your findings
If needed, You will then discuss and
implement a corrective & preventive actions
(CAPA) , support team to implement changes to avoid issue for the future.
Working with the
wider complaints team
you will a
review on CAPA recommendations will be conducted in set timeframe
to ensure compassionate engagement, a system-based approach to learning, proportionate responses, strengthen response systems and improvement.
as a
Complaints Investigator,
will need to have proven experience in
complaint management
from either a FMCG, medical or Hospital environment or regulated investigations background. You understand
PSirf
or similar
regulated
frameworks. Solid understanding of
corrective and preventive action plans
alongside a
clear communication
and data driven mind.
Complaints Investigator : Key accountabilities
- Plan and prioritise allocated workloads against agreed service standards.
- Take ownership for investigating setting up and discussing with internal and external teams to understand process.
- Competent in handling redress calls and/or transactions and resolving challenging customer communications and queries to effective resolution.
- Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.
- Resolve queries or referrals from both within and outside of the team.
- Consider risk when completing daily activities.
- Obtain technical knowledge from subject matter expert (SME)
- Able to embrace change whilst adopting a positive attitude.
- Experience of working in a target driven environment centred on customer delivery.
- Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.
- Understanding numerous/complex customer administration processes and policies.
- Experience of working in a customer facing/engagement environment and resolving customer complaints.
APPLY TODAY
and a consultant will be in touch with you
Suitable for: Patient safety investigator, Complaints Officer, Patient Safety Complaints Coordinator, complaints investigator, incident investigation officer, quality improvement officer, patient safety administrator, clinical governance officer, investigation officer