Complaints and Customer Satisfaction Manager

Complains and Customer Satisfaction Manager

• Please note:
This role is a 6 month FT contract initially
•

At Healthcare Business Solutions, we offer and provide numerous healthcare-based solutions to a variety of clientele. Whether it be patients, clinicians, or corporate businesses, we are always innovative. We consistently provide tomorrow's solutions, today.

In the role of Complaints and Customer Satisfaction Manager you will be highly organised, have a track record of high performance under pressure and demonstrate excellent leadership and communication skills. You will be expected to work collaboratively to embed complaints management and a continuous improvement culture across HBSUK.

You will thrive in an environment of accountability, freedom of thought and rapid growth. Every day will be different and together we will strive for excellence - always supporting each other to go the extra mile, never forgetting our values.

To be considered for the the role you will require the following:

Essential Criteria;

EDUCATION, QUALIFICATION AND TRAINING

• Educated to Degree level

EXPERIENCE

• 3years + Extensive experience of managing complaints
• Experience of working within a team and of developing good working relationships with internal and external stakeholders
• Experience designing and delivering training for staff on complaints handling.
• Experience of collating data and extrapolating information
• Knowledge and/or experience of working in a clinical environment
• Experience of managing complaints in the healthcare and insurance sector
• Managing complex complaints with senior stakeholders

KNOWLEDGE AND SKILLS

• Customer Service Skills with ability to handle difficult or irate customers with patience and empathy.
• Knowledge of Complaints Handling Frameworks:
  Familiarity with frameworks like ISO 10002 or similar.
• Awareness of legal aspects related to complaints and patient rights.
• Project management skills and ability to manage projects to improve complaints processes and customer experience.
• Proficiency in creating detailed reports and for senior management.
• Knowledge around Parliamentary Health Ombudsman and Independent Complaints Advocacy Service.
• Good communication skills with strong verbal and written communication to articulate issues and solutions effectively.
• Problem-Solving Abilities with quick identification of issues and development of effective solutions.
• Good attention to detail and thoroughness in investigating and resolving complaints accurately.
• Managing time and resources to handle multiple complaints simultaneously.
• Skills to mediate disputes and bring about positive resolutions.
• Ability to analyse complaints data and identify trends for improvement.
• Flexibility to respond to changing customer needs and complaints processes.

Desirable;

EDUCATION, QUALIFICATION AND TRAINING

• Educated to masters level

EXPERIENCE

• Experience of managing complaints in the NHS

KNOWLEDGE AND SKILLS

• Additional language proficiency for dealing with diverse customers.

OTHER JOB-RELATED REQUIREMENTS

• Ability to work in a fast paced environment

Within this position, you will mainly be;

• Review, scope and develop the policy for handling customer feedback and complaints, ensuring the process runs smoothly from beginning to end and high standards of customer service are defined and maintained throughout.
• Ensure appropriate training and support is in place for those managing complaints.
• Implement an effective system of tracking resolution of complaints within the agreed timeframes and ensuring all staff handling complaints are able to maintain this standard.
• Ensure there are processes in place to quality check all written responses before they are sent out.
• Positively work to resolve any problems which arise in relation to the management of complaints, which may involve careful consideration of complex issues, or discussion with appropriate senior staff.
• Manage or oversee the most complex, sensitive or difficult (for whatever reason) complaints confidently and sensitively, knowing when to escalate or to seek advice from from senior leaders.
• Facilitate meetings between complainants and staff which are particularly sensitive or difficult, ensuring good preparation to ensure the meetings run as smoothly as possible.
• Provide a suite of response templates and accompanying training materials, which are of an exceptional standard using good English, correct grammar, appropriate wording and which flow logically and smoothly. Make sound judgements in relation to the wording and content of letters of response.
• Establish and maintain excellent working relationships across all levels of the organisation, including front-line staff, consultants and senior managers. Show a genuine desire to work with and support staff, understanding any problems they may be facing whilst also ensuring that complaints-related issues, such as delayed responses, are understood and resolved.
• Ensure all complaints handling processes comply with relevant regulations and industry standards. Stay informed about changes in regulations and industry best practices related to complaints management.
• Ensure there is regular reporting on complaints metrics and trends to senior management. Provide insights and recommendations based on data analysis to drive continuous improvement.
• Analyse complaint data to identify trends and root causes of issues. Develop and implement strategies to reduce the number of complaints and improve overall customer experience. Collaborate with other departments to address systemic issues and enhance service delivery.

Our Commitment to you

We are committed to building a diverse team of HBSUK who are smart, nice, and get things done where everyone at HBSUK is empowered to bring their authentic self to their work. We are all responsible for stewarding a high-performance culture in which all HBSUK employee's belong and thrive. We are proud to be an equal opportunity employer and welcome applications from people of all backgrounds and experiences.

If this opportunity is something which appeals to you, get in touch today, so we can ensure you have the best experience throughout your search.