Quality Assurance and Complaints Specialist

3 weeks ago

Stone, Staffordshire, United Kingdom Safer Hand Solutions Ltd Full time
Quality Management and Complaints Coordinator
Safer Hand Solutions Ltd
Competitive Salary Based on Experience
Full-time


Safer Hand Solutions Ltd is committed to delivering exceptional services with a focus on integrity, professionalism, and client satisfaction. We are seeking a detail-oriented and dedicated Quality Management and Complaints Coordinator to enhance our team.

This position is vital in ensuring that our services uphold the highest standards and that client concerns are managed efficiently and effectively.


Key Responsibilities:


As a Quality Management and Complaints Coordinator, your duties will include monitoring the quality of our enforcement operations and addressing complaints to guarantee client satisfaction and adherence to industry standards. You will be instrumental in preserving our reputation for excellence and fostering continuous improvement.

Your responsibilities will also encompass:

  • Overseeing quality assurance processes for enforcement activities, ensuring compliance with company policies and industry regulations.
  • Investigating and resolving client and stakeholder complaints promptly and professionally, escalating issues as necessary.
  • Developing and implementing quality control protocols and best practices to improve service delivery.
  • Conducting regular audits and reviews of enforcement cases to identify opportunities for enhancement.
  • Preparing comprehensive reports on quality performance and complaint resolutions.
  • Providing training and guidance to enforcement agents and the broader business in collaboration with the Senior Operations Manager following audits.
  • Liaising with clients to gather feedback and ensure their concerns are addressed satisfactorily.
  • Collaborating with internal departments and relevant external organizations to ensure comprehensive resolution of issues.
  • Staying informed about regulatory changes and industry developments to maintain compliance and best practices.

Qualifications:


To excel as a Quality Management and Complaints Coordinator, you should possess substantial experience in complaints handling, with a minimum of 2 years in a similar capacity.


Ideal Candidates Will Have:
  • Demonstrated experience in quality assurance or complaints management.
  • Familiarity with enforcement laws, regulations, and quality standards is advantageous.
  • Excellent communication and interpersonal skills, with the ability to build rapport and demonstrate emotional intelligence.
  • Strong organizational skills and the capacity to follow processes while remaining adaptable in a high-pressure environment.
  • A resilient attitude and the ability to respond positively to constructive feedback.
  • Meticulous attention to detail and a commitment to upholding high standards.
  • The ability to manage sensitive and confidential information with discretion.
  • Proficiency in Microsoft Office Suite.

Additional Benefits:
  • 25 days of annual leave plus bank holidays
  • Christmas shutdown
  • Company pension scheme
  • Various social events
  • Company sick pay scheme
  • Active mental health initiatives, including employee counseling services.

This is an excellent opportunity for an experienced Complaints Coordinator to join a well-established and rapidly growing organization, offering significant career development potential.

For further information, please reach out to Safer Hand Solutions Ltd.

Note: Safer Hand Solutions Ltd operates as an employment agency on behalf of clients and by applying, you consent to our retention of your details.

Due to the high volume of applications, we may only contact candidates who have been successfully shortlisted but may also reach out regarding other suitable vacancies.

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