Are you an experienced team leader who thrives managing a complex complaint handling environment? Do you have extensive experience in complaint management? If so, this Complaints Lead role could be the perfect role for you!
Our client is a leading digital healthcare provider who are seeking an experienced Complaints Lead to head up a new internal complaints team. You will be responsible for responsible for overseeing the complaints team and the complaint handling process to ensure effectiveness in dealing with customer concerns, escalations and complaints. The Complaints Lead will also implement strategies to prevent future issues and ensure that the company is portrayed in a professional manner at all times. You will ideally have worked in the insurance or healthcare sector!
This is a hybrid role with the office based in Windsor. The salary for this role between £35,000 and £45,000 dependant on experience.
Main responsibilities for the Complaints Lead role:
- Investigate each complaint independently & impartially to determine the outcome in a timely manner in line with the Company process and KPI's
- Be accountable for allocated complaints and ensure progression to resolution referring to Senior Management as required
- Provide feedback to the appropriate managers and clinical team with regards to agent errors, complaint outcomes and any trends identified, so that they can address with the individuals concerned
- Complete monthly and quarterly complaints analysis, identify the root cause of complaints to reduce these for the future and improve service to customers
- Lead the team of Complaint handlers by fostering a positive and collaborative work environment. As well as overseeing that their cases are completed to a correct standard in a timely manner.
- A high level of professionalism must be maintained through reliability, punctuality, and high quality of work
Skills required for the Complaints Lead role:
- Extensive experience in operating within a complaint handling environment
- Experience in team leadership and stakeholder management
- A' Levels or equivalent
- Grade B/9 GCSE in English or equivalent
- Working knowledge of the FCA
- A good command and standard of written and spoken English
- Good organisational skills to ensure compliance with deadlines and standards
- Understanding of discretion and confidentiality
- Excellent Interpersonal and communication skills
If this Complaints Lead role sounds like an exciting new opportunity for you, please APPLY TODAY!!!