If you have experience supporting clients/customers and enjoy listening, solving problems and ensuring the best quality of service then we have an ideal opportunity for you.
This position is working for a reputable professional organisation, in the centre of the beautiful city of Canterbury, close to local shops and food outlets to enjoy or a walk by the canal and Cathedral on your lunch break.
Please find all the details below:
Job title: Client Experience & Complaints Officer
Hours: Monday - Friday, 9am - 5:00pm with 1 hour for lunch
Salary: £25,850 - £28,350
Hybrid: 1-2 days working from home, once you pass your probationary period
Location: Canterbury, Kent, close to public transport
Excellent Benefits:
- Enhanced annual leave of 32 days a year (inclusive of bank holidays).
- Flexible annual leave scheme providing the ability to buy or sell back an additional 4 days.
- Well-being days.
- Pension scheme (with the option of enhancing via salary sacrifice).
- Cycle to work scheme.
- Birthday lie in.
- Free breakfast, including 'pastry Mondays'.
- Funded social events.
- Staff well-being bursary scheme.
Your duties as the Client Experience & Complaints Officer would be:
- Investigating complaints and concerns and composing formal responses
- To champion patient safety, experience and collaborate with leads and managers to improve quality of care and aim to achieve the organisation's goal of 'best possible customer service'.
- Monitoring the Feedback inbox and processing emails within a timely manner following the department's standard operating procedures.
- Reaching out to the client/family members/advocate to listen to their concerns and attempt to resolve them at the earliest opportunity and de-escalate where possible.
- Coordinate and respond to MP, commissioner, and other stakeholder enquiries in conjunction with the appropriate service lead and/or senior management.
- To follow the complaint and concerns policy and procedure to investigate complaints and concerns, draft formal responses and ensure that responses are sent within the deadline.
- To work collaboratively across the company to coordinate investigations into concerns, complaints and patient safety incidents. To create event timelines and explore the range of contributory factors and identifying corrective actions.
- To provide support to colleagues to improve their approach to mitigating, responding to and resolving complaints in a consistent way.
Skills/experience required:
- Experience of working within a Customer experience role is essential
- Previous experience working within a Medical/Hospital/GP/111 or similar environment would be a distinct advantage
- Ability to work under pressure whilst maintaining a calm professional demeanour
- Outstanding communication skills and the ability to communicate with a variety of audiences both internally and externally
- A calm, kind and caring manner with the ability to listen to feedback and use skills to de-escalate and/or resolve difficult situations.
Next steps:
If you have the above skills and experience then please apply today - this is such an incredible opportunity where you can really grow your career at this company.
Alternatively if you know someone who may be suitable for this role please share the details. If you successfully refer a friend for the above role, you will receive a £100* voucher of your choice! Terms apply*
Please note if your skills match the requirements for the job then you will receive an e-mail from us (remember to check your junk mail). If you do please call us on ASAP or within 24 hours to discuss the position in further detail with Bonnie (Candidate Manager) or Nicola (Permanent Consultant).
We look forward to your application.
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.
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