Are you passionate about delivering exceptional customer service and resolving complaints effectively? Our client, a leading organisation in the industry, is currently seeking a dynamic and dedicated individual to join their team as a Client Engagement and Complaints Officer.
As a Client Engagement and Complaints Officer, you will play a crucial role in investigating and resolving client complaints and concerns. You will have the opportunity to make a positive impact by ensuring that client feedback is heard and addressed in a timely and efficient manner. This is an exciting opportunity to be part of a team that is committed to delivering the highest level of customer service and continuously improving the quality of care.
Please find all the details below:
Job Title: Client Experience & Complaints Officer
Hours: Monday - Friday, 9am - 5pm
Salary: £25,850 - £28,350
Hybrid: 2 days working from home, once you pass your probationary period
Location: Canterbury, Kent, no parking available, 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 a Client Experience & Complaints Officer would be to:
- Investigating complaints and concerns to determine the root cause and necessary actions to resolve the issue.
- Composing formal responses that clearly explain the steps taken to address the complaint, the outcomes of the investigation, and the procedures for further escalation if needed.
- Monitoring the feedback inbox and responding to emails in accordance with our client's standard operating procedures.
- Ensuring all complaints and feedback are correctly identified, logged, and handled in adherence to regulatory timelines.
- Collaborating with colleagues across the organisation to coordinate investigations and identify corrective actions.
- Providing support to colleagues to enhance their approach to resolving complaints and concerns.
- Monitoring social media and web reviews to identify potential complaints and manage them in accordance with policies and procedures.
- Utilising insights from complaints, concerns, and patient experience surveys to improve operational processes and share key learning with relevant stakeholders.
- Assisting in the production of thematic analysis reports based on complaints, feedback, and quality data.
- Promoting and fostering a culture of continuous improvement within the organisation.
In addition to these responsibilities, you will have the opportunity to deputise for the Quality Assurance & Improvement Lead, supporting day-to-day client experience and complaint tasks.
To excel in this role, you should have strong communication and problem-solving skills, as well as the ability to work collaboratively and efficiently. Previous experience in a similar role or a customer service-oriented environment is highly desirable.
Next steps:
If you are enthusiastic, customer-focused, and dedicated to delivering excellent service, we would love to hear from you. Join their team and contribute to their commitment to providing the best possible customer service. Apply now!
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.
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