Role Overview:
Salary: £30,000 - £37,500 per annum (Depending upon experience)
Hours: Monday to Friday, 0900 – 1800 (fully on-site)
Location: Basildon, Essex (1 day per week at Holborn Clinic)
Contract: Full Time and Permanent
Role Summary:
The postholder will ensure that patients’ concerns or issues are addressed accordingly, working with the organisation to ensure an excellent customer service and contributing to efficient and effective solutions.
Role Duties:
1. Leading investigations and subsequent resolutions of issues/complaints
2. Creating, reviewing and updating policies, SLAs and timeframes with regards to investigations and resolutions
3. Ensuring patients are contacted appropriately to ensure as streamlined a process as possible, keeping them updated as to the status of their concern or issue
4. Engaging with patients with regards to satisfaction feedback/ratings and recording/reporting findings and outcomes appropriately
5. Working with wider team to help to improve patient retention and ensuring a high-quality service to our patients
Qualification/Experience for Role:
1. Certificate in Complaint Handling/Customer Service desirable
2. GSCE English (or equivalent) preferred
Experience:
1. Experience and knowledge with regards to GDPR and relevant regulations/SOPs
2. Experience within a busy, fast-paced environment, ideally within the UK healthcare sector
3. Extensive experience in resolving customer/patient complaints efficiently and effectively
4. Experience using relevant Customer Relationship Manager (CRM) software
5. Interest or Background within medical cannabis desirable
Disclosure and Barring Service (DBS) Check:
This role may be subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and it may be required for us to conduct a DBS check accordingly for a successful applicant.
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