Client Experience and Complaints Officer Hybrid

1 month ago

Canterbury, Kent, United Kingdom Office Angels Full time

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, ,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 (phone number removed) 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.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

  • Client Relations and Complaint Resolution Specialist

    3 weeks ago

    Canterbury, Kent, United Kingdom Office Angels, UK Full time

    Are you dedicated to providing outstanding customer support and effectively addressing client grievances? Our client, a prominent organization in the sector, is on the lookout for a proactive and committed individual to take on the role of Client Relations and Complaint Resolution Specialist.Position Overview:In this pivotal role, you will be responsible for...

  • Patient Experience and Complaints Manager for Women's Health

    1 day ago

    Canterbury, Kent, United Kingdom East Kent Hospitals University NHS Foundation Trust Full time

    About the RoleWe are seeking a highly skilled and motivated Patient Experience and Complaints Manager to join our team at East Kent Hospitals University NHS Foundation Trust. As a key member of our Women's Health Care Group, you will play a vital role in ensuring that our patients receive the highest level of care and service.Main ResponsibilitiesManage and...

  • Client Relations Specialist

    3 weeks ago

    Canterbury, Kent, United Kingdom Office Angels Full time £25,850 - £28,350

    Are you dedicated to providing outstanding customer support and effectively addressing client grievances? Office Angels, a prominent recruitment agency, is on the lookout for a proactive and committed individual to become a part of their team as a Client Relations Specialist. In this pivotal role, you will be responsible for investigating and resolving...

  • Complaints Resolution Specialist for Women's Services

    1 day ago

    Canterbury, Kent, United Kingdom East Kent Hospitals University NHS Foundation Trust Full time

    About the RoleWe are seeking a highly skilled and experienced Patient Experience and Complaints Manager to join our team at East Kent Hospitals University NHS Foundation Trust. As a key member of our Women's Health Care Group, you will play a vital role in ensuring that our patients receive the highest level of care and service.Main ResponsibilitiesManage...

  • Client Relations Specialist

    3 weeks ago

    Canterbury, Kent, United Kingdom Active Life Full time

    Client Relations SpecialistPosition Overview: About Active Life: Active Life stands as a premier entity in the sports, fitness, and leisure industry, committed to fostering vibrant and healthy communities. Our mission revolves around the transformative power of health and wellness. We invite you to be part of our journey to inspire healthier lifestyles. Your...

  • Private Client Solicitor

    23 hours ago

    Canterbury, Kent, United Kingdom G2 Legal Limited Full time

    Job Opportunity: Private Client LawyerLocation: Canterbury OfficeThis is a fantastic opportunity for a Private Client Solicitor to join a highly regarded law firm in Canterbury, Kent.Role Requirements:Experience: With secretarial support, your private client caseload will include Wills, LPAs, Declarations of Trust and Inheritance Tax planning in regards to...

  • Research Officer

    11 hours ago

    Canterbury, Kent, United Kingdom NADA Full time

    About the RoleNADA is seeking a highly skilled and motivated Research Officer to join our team. As a Research Officer, you will play a critical role in conducting research and evaluation studies focused on issues pertinent to our clients and people impacted by the criminal justice system, including those related to Aboriginal and Torres Strait Islander...

  • Student Experience Coordinator

    13 hours ago

    Canterbury, Kent, United Kingdom EKC Group Full time

    About the RoleThe EKC Group is seeking a dynamic and enthusiastic individual to join our team as a Student Experience Officer. As a key member of our staff, you will play a vital role in ensuring that our students have an exceptional experience throughout their time with us.Key ResponsibilitiesDevelop and implement initiatives to enhance student engagement...

  • Private Client Solicitor 5PQE +

    2 months ago

    Canterbury, Kent, United Kingdom Michael Page Legal Full time

    A Private Client Solicitor is required to manage a diverse caseload of legal matters, specializing in wills, trusts, and probate. The ideal candidate will have a strong background in legal services and a knack for providing excellent client service.Client DetailsThis well-established firm with offices in Canterbury and London. Boasting a workforce of over 40...

  • Student Experience Coordinator

    7 days ago

    Canterbury, Kent, United Kingdom EKC Group Full time

    About the RoleThe EKC Group is seeking a dynamic and enthusiastic individual to join our team as a Student Experience Officer. As a key member of our staff, you will play a vital role in ensuring that our students have an exceptional experience throughout their time with us.Key ResponsibilitiesDevelop and implement initiatives to enhance student engagement...

  • Customer Experience Representative

    2 days ago

    Canterbury, Kent, United Kingdom Alter Global Full time

    About the RoleWe're seeking a highly skilled and motivated Customer Experience Representative to join our team at Alter Global. As a key member of our customer success team, you will be responsible for delivering exceptional customer experiences and driving revenue growth for our agricultural clients.Key ResponsibilitiesCustomer Success: Work closely with...

  • Office and Financial Manager

    2 days ago

    Canterbury, Kent, United Kingdom Pump Services 2010 Ltd Full time

    Business Operations RolePump Services 2010 Ltd, a leading supplier and servicing agent for irrigation equipment, pump repairs, sales of pumping equipment and fittings, is seeking an experienced business operations manager to oversee the daily functions of the busy office.The role is full-time, 40 hours a week, and involves managing the office, finance, and...

  • Apprenticeship Records Officer

    3 weeks ago

    Canterbury, Kent, United Kingdom University of Kent Full time

    The Apprenticeships Records Officer will oversee Aptem Software usage and associated financial administration & processes within Global and Lifelong Learning (GLL). GLL manages the University's apprenticeship provision. Reporting to the Finance Manager, the role holder will provide professional and comprehensive financial support enabling senior management...

  • Network Development Officer

    1 day ago

    Canterbury, Kent, United Kingdom Home Instead Full time

    Job Title: Network Development OfficerJob Summary:Home Instead is seeking a highly motivated and experienced Network Development Officer to join our team. As a Network Development Officer, you will be responsible for developing and implementing community and marketing initiatives to strengthen our brand and grow our market share.Key Responsibilities:Develop...

  • Private Client Paralegal

    6 hours ago

    Canterbury, Kent, United Kingdom Pearson Whiffin Recruitment Ltd Full time £28,000

    About the RoleWe are seeking a highly motivated and career-driven Paralegal to join our busy Private Client team at Pearson Whiffin Recruitment Ltd. As a Private Client Paralegal, you will provide full legal support to one fee earner, including onboarding new clients and carrying out Know Your Customer (KYC) checks.Key ResponsibilitiesProvide administrative...

  • Assets and Student Experience Manager

    2 days ago

    Canterbury, Kent, United Kingdom Ashford College Full time

    Job Summary:A key role at Ashford College, the Student Engagement Officer will oversee the promotion of the Student voice, supporting Class representatives to advocate for their area, and work closely with the Students' Union to ensure students' needs are met.Key Responsibilities:Develop and implement strategies to promote student engagement and...

  • Governance Support Officer

    1 month ago

    Canterbury, Kent, United Kingdom University of Kent Full time

    Are you an excellent communicator and administrator, who is able to plan proactively, yet can be adaptable and think on their feet as/when needed? Are you able to listen to, understand, synthesise and record complex and technical discussions around finance, audit, academic and corporate governance themes? If so we would welcome your application for the role...

  • Senior Practice Accountant

    7 days ago

    Canterbury, Kent, United Kingdom TPF Recruitment Full time

    Job OpportunityWe are seeking a highly skilled and experienced Senior Accountant to join our team at TPF Recruitment. As a Senior Accountant, you will play a key role in managing a client portfolio, preparing financial statements, and providing tax compliance services.Key ResponsibilitiesClient Portfolio Management: Manage a portfolio of clients, including...

  • Private Client Tax Manager

    2 days ago

    Canterbury, Kent, United Kingdom Kreston Reeves Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Manager to join our Private Client Tax team at Kreston Reeves. As a Senior Manager, you will be responsible for delivering high-quality tax services to our clients, managing a portfolio of private client tax relationships, and providing technical expertise to clients and internal...

  • Private Client Solicitor

    23 hours ago

    Canterbury, Kent, United Kingdom TN Recruits Full time

    Job DescriptionWe are seeking a highly skilled and experienced Private Client Solicitor to join our team at TN Recruits. As a Private Client Solicitor, you will be responsible for providing exceptional legal services to our clients, including:Wills and probateLasting Powers of Attorney (LPAs)Trusts and EstatesTax disputesThe ideal candidate will have at...