Part Time Customer Service Co Ordinator

2 weeks ago


Crawley, United Kingdom Reed Business Support Full time

Our key client based in Crawley who are a home health care provider are seeking a Part Time Customer Experience Service Coordinator.
Hours are as follows
2 Week Rota 20-hour week
Week 1 Tuesday, Wednesday, Thursday, and Friday - 6pm to 11pm
Week 2 Tuesday, Wednesday, Thursday, Saturday - 6pm 11pm ( Sat 9am - 5pm )

Duties
Establishes a rapport with the Patient and family to learn what is most important to them in their Healthcare in the Home experience and their preferences.
Communicates complaint findings to the appropriate internal and/or external stakeholder groups.
Accurately logging, updating, and closing complaints on the complaint portal

Will manage, co-ordinate and distribute complaints received to appropriate line managers within the business to investigate.

Coordinate findings from complaint investigations and respond back to patients in a timely manner
Will ensure all complaints are responded to within the contractual expectations and Key Performance Indicators.
Communicate outcomes of complaints to relevant parties to ensure lessons are learnt where appropriate.
Ensure that all reflective practice documents are completed where an employee is deemed at fault in a complaint. This should form part of the outcome and logged alongside the complaint.

Interprets philosophy, policies, procedures, and services to patients and their families as well as visitors to ensure a satisfactory service is provided.
Is responsible for the collation and distribution of commendations as well as complaints to all parties involved.
This role is also responsible for routinely carrying out a call audit process including the review of any call relating to a complaint that is in relation to the customer service experience.
The call audit process will follow the relevant policy and feedback would be provided to the Team leaders for feed back to the relevant agent concerned.
Routine call audits will also be established so regular feedback both positive and negative can be given to all agents. This will be used to assist in personal development planning.

To provide support to other areas of the Customer Service department when required



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