Complaints and Quality Specialist

7 months ago

Esher, United Kingdom Healix Full time

We are looking to recruit a Complaints and Quality Specialist to join the Healix Health Services team based in Esher and Bristol. The Complaints and Quality Specialist will work closely with the Training and Development and Medical Claims Handling teams and will report to the Head of Learning and Development. This is a full time role, 35 hours per week.

The operational hours are between 8am and 6pm Monday to Friday, given the nature of the role, there may be a requirement to work outside of these hours.

**POSITION OVERVIEW**

As a Complaints and Quality Specialist, your role is to ensure that the organisation maintains high-quality standards in its products, services, and customer interactions. You will be responsible for managing and resolving customer complaints efficiently and effectively, whilst also implementing quality assurance processes to prevent issues from arising. Your objective is to enhance customer satisfaction, improve operational efficiency, and uphold the organisations reputation for excellence.

**PERSON SPECIFICATION**

For the Complaints and Quality specialist, we are looking for someone with a strong customer service orientation and the ability to handle customer complaints with empathy and professionalism. In addition, we are looking for:

- Demonstrated experience in resolving customer issues effectively and maintaining customer satisfaction.
- Understanding of customer feedback procedures and the ability to implement measures to enhance customer experience.
- Knowledge of quality controls methods, process improvement techniques.
- Experience in conducting audits.
- Excellent problem solving and analytical skills to identify root causes and implement effective solutions.
- Attention to detail and commitment to maintaining high standards of quality.
- Proficient in data analysis and interpretation, with the ability to derive meaningful insights and drive improvements.
- Effective communications skills, both written and verbal.

**About The Role**

**KEY ACTIVITES/MAIN DUTIES**

**Complaints Management**:

- Receive and investigate customer complaints, ensuring prompt resolution and satisfactory outcomes.
- Assess the root causes of complaints, identify trends, and recommend corrective actions to prevent recurrences.
- Work closely with relevant teams.
- Maintain accurate records of complaints, actions taken, and resolutions for reference and analysis.

**Quality Assurance**:

- Develop and implement quality assurance processes and standards.
- Conduct regular audits and assessments.
- Identify areas for improvement and work with Manager’s to develop action plans to enhance quality and efficiency.
- Collaborate with cross-functional teams to implement quality improvement initiatives and monitor their effectiveness.

**Customer Experience Enhancement**:

- Analyse customer feedback, surveys to identify areas of improvement in products, services, or processes.
- Collaborate with relevant stakeholders to implement enhancements and ensure a positive customer experience.
- Provide training and guidance to staff members on complaint handling procedures.
- Promote a customer-centric culture, emphasizing the importance of quality and customer satisfaction.

**Reporting and Analysis**:

- Prepare regular reports on complaint trends, resolution times, and customer satisfaction metrics.
- Analyse data to identify patterns, insights, and areas for improvement.

**Required Criteria**
- Demonstrated experience in resolving customer issues effectively and maintaining customer satisfaction.
- Understanding of customer feedback procedures and the ability to implement measures to enhance customer experience.

**Desired Criteria**
- Call Centre experience

**Skills Needed**

**About The Company**

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations - whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re d

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