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Care - Customer Complaints Coordinator Bromley - Up
4 months ago
There is an exciting opportunity for a Customer Complaints Coordinator to join our hard working and dedicated Quality & Governance Team at our Support Office based in Bromley, Kent to assist in the resolution of complaints.
As the Customer Complaints Coordinator, you would work closely with our Director of Care, Quality & Governance and other members of the team to investigate and respond to escalated complaints.
As you would expect, we take complaints very seriously and therefore this would involve gathering facts, detail and evidence in order for us to respond, take action and conclude complaints in an empathic, timely and professional manner in line with our policies and procedures.
What you can expect in return for your hard work:
- Up to £45k depending on experience.
- Mon-Fri pm
Key Responsibilities:
- Act as the main point of contact for escalated complaints.
- Work with stakeholders to support in the case management of complaints and adhere to policies, and procedures;
- Provide highquality complaints resolution across the business working with stakeholders to ensure that we achieve the best outcome for the business and the people living in our care homes.
- Managing complaints in a timely and professional manner.
- Produce data identifying trends and themes arising from complaints and agree actions to prevent this reoccurring.
- Provide reports showing progress and resolution of complaints.
- Dealing with families by telephone and written correspondence.
- Confidence to correspond with the Social Care Ombudsman.
- Ensure GDPR and confidentiality are adhered to at all times.
- Identify trends and themes arising from enquiries, providing data to relevant teams to assist in ensuring that lessons are learned;
- Organising of internal and external complaints meetings taking notes and actions, when required.
- Demonstrable experience of working in a detail focused customer service environment;
- Knowledge and practical experience of social care Complaints procedures and protocols.
- Experience of working in social care and handling complex complaints.
- Demonstrable experience in dealing with the public and dealing with sensitive and confidential information;
- Highly experienced in using IT and databases.
- Strong analytical approach, with the ability to triangulate themes;
- Work effectively on own and as part of a team.
What we offer in return for your hard work:
- 25 Days holiday plus bank holidays
- Contributory pension scheme
- Refer a Friend Scheme rewarding £500 for every person you refer
- DBS certificate (criminal records check) paid for by Excelcare
- Comprehensive induction programme
- Funded qualifications via the apprenticeship programme (for selfdevelopment)
- Employee of the month £100 for outstanding contribution
- Regular company events
