Client Experience Officer
Up to £28,000 DOE
Full time – Permanent
East Kent
Our client, a dynamic and growing organisation dedicated to supporting others and making a difference, is currently seeking a methodical and forward-thinking Client Experience Officer
to join their Quality team**.**
As a Client Experience Officer, you will play a vital role in the Quality team by supporting complaints and feedback processes and ensure regulatory responses with relevant laws and regulations.
A day in the life as a Client Experience Officer will include:
- Investigate complaints
and concerns to determine causes, solutions, and preventive measures, and decide if the complaint should be upheld.
- Assist the Quality team with
client experience, complaints, projects
, and administrative tasks.
- Write formal responses explaining the investigation, outcomes, and escalation procedures if the response is unsatisfactory.
- Distributing positive feedback
to the correct internal departments and staff members.
- Monitor the Feedback inbox and respond to emails promptly
following standard procedures
*
- Contact clients or their representatives to
address concerns quickly
and de-escalate situations within
strict deadlines
*
- Collaborate with internal departments to investigate complaints and safety incidents, create timelines, and identify corrective actions, always promoting a culture of continuous quality improvement.
- Produce reports on
complaint trends, patterns, and quality data
to help managers identify key issues.
- Support colleagues in consistently handling and resolving complaints and concerns, whilst
logging complaints and feedback accurately,
ensuring regulatory deadlines are met.
- Monitor social media and web reviews for potential complaints and manage them according to policy.
- Promote patient safety
and collaborate with managers to improve care quality and customer service.
- Use insights from complaints and surveys to suggest process improvements and share findings with stakeholders.
- Follow up with staff to ensure corrective actions are implemented.
- Any other duties required
A successful candidate will have/be:
- Previous experience in a case handling role is required.
- Excellent
communication skills,
both verbal and written.
- Proactive and positive mindset, with a solution-oriented approach to challenges.
- Ability to work well under pressure and
handle multiple tasks
simultaneously.
- Proficient using Microsoft Office
- Strong problem-solving
and decision-making skills.
- Comfortable working in a fast-paced environment, adept at prioritizing tasks and managing multiple responsibilities simultaneously.
- Detail-oriented
with a focus on accuracy.
- Strong proficiency in using CRM systems and
Microsoft Excel.
- A Collaborative team player
with the ability to work independently when required.
If you are passionate about Client Experience and thrive in a values-driven workplace, APPLY NOW!
This role is being handled by Jasmine King, Business Support Consultant for Pearson Whiffin Recruitment.
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