Complaints Handling Coordinator
5 days ago
CREATE Fertility is a leading provider of IVF and fertility treatment services across the UK. We are pioneers of innovative and gentle fertility solutions, committed to delivering exceptional patient care and outcomes.
Job SummaryWe are seeking a highly skilled and empathetic Complaints Resolution Specialist to join our team in Farringdon, London. As a key member of our patient support team, you will be responsible for ensuring that all patient complaints are handled promptly, efficiently, and with the highest level of care and respect.
Key Responsibilities- Compliance Tracking: Monitor and track all patient complaints to ensure full compliance with our Standard Operating Procedures (SOPs) and regulatory requirements.
- Drafting Responses: Collect relevant information and draft comprehensive responses to patient complaints, ensuring clarity, empathy, and a high level of patient satisfaction.
- In-Depth Knowledge of IVF Procedures and Pricing: Maintain thorough knowledge of all IVF procedures and pricing related to our treatments, ensuring that patients receive accurate and transparent information.
- Communication of CREATE's Unique Selling Points: Effectively communicate our unique selling points to patients, highlighting the benefits of our treatments and services.
- Building Patient Trust: Foster trust with patients by demonstrating our commitment to science, transparency, and ethics, ensuring that patients feel confident in our services.
- Patient Follow-Up: Follow up with patients who have been advised to undergo IVF, encouraging them to proceed with our treatments and providing ongoing support.
- Data Analysis and Reporting: Participate in the analysis of complaint data and present findings to our senior leadership team for informed decision-making.
- Patient Support and Information: Ensure that patients receive accurate information, support, and advice regarding the procedures they are considering.
- Adherence to SOPs: Maintain a patient-focused approach, responding to patient enquiries in line with established SOPs.
- Knowledge Sharing and Best Practices: Contribute to the sharing of knowledge, best practices, and cross-learning between our clinics, fostering a culture of continuous improvement.
- Patient Feedback: Achieve a high percentage of positive feedback from patients regarding the handling and resolution of their complaints, as measured through post-resolution surveys.
- Resolution Effectiveness: Measure the percentage of patients who report satisfaction with the resolution provided, indicating successful complaint management.
- Reduction in Repeat Complaints: Track and aim to decrease the number of repeat complaints from the same patient, indicating successful long-term resolution and prevention of recurring issues.
- Proven Experience in Complaint Resolution: Demonstrated ability to swiftly and effectively address and resolve patient issues, particularly within a healthcare or sensitive service environment.
- Empathy and Patient-Centered Approach: Highly intuitive to patient needs, with the ability to demonstrate empathy and provide support through clear, concise, and compassionate communication.
- Exceptional Communication and Interpersonal Skills: Strong verbal and written communication abilities, coupled with excellent interpersonal skills, enabling the building and maintaining of positive relationships with patients and internal teams.
- Experience in Healthcare or Customer Service: A background in healthcare, customer service, or a related field, with experience in handling sensitive situations; experience in sales is advantageous but not essential.
- Collaborative Team Player: Ability to work effectively across multiple teams, fostering collaboration and ensuring consistent communication and coordination in resolving patient concerns.
- Strong Attention to Detail and Organisational Skills: Highly attentive to detail, with excellent organizational skills to manage and prioritize multiple tasks and complaints simultaneously.
- Self-Motivated and Adaptable: Must be proactive, flexible, and able to manage several tasks at once in a dynamic environment, with the ability to adapt to changing priorities and demands.
-
Complaints Handling Coordinator
6 days ago
London, Greater London, United Kingdom CREATE Fertility Full timeAbout UsCREATE Fertility is a leading provider of IVF and fertility treatment services across the UK. We are pioneers of innovative and patient-centric approaches to fertility care, committed to delivering exceptional results and a supportive experience for our patients.Job SummaryWe are seeking a highly skilled and empathetic Complaints Resolution...
-
Head of Complaints Handling Unit
6 days ago
London, Greater London, United Kingdom Kinsella Legal Limited Full timeJob Title: Senior Employment LawyerJob Summary:We are seeking an experienced Senior Employment Lawyer to join our team as Head of Complaints Handling Unit at Kinsella Legal Limited. The successful candidate will be responsible for reviewing concerns raised and identifying and recommending an appropriate resolution.Key Responsibilities:Assessing and triaging...
-
Customer Complaints Specialist
4 weeks ago
London, Greater London, United Kingdom Sellick Partnership Full timeComplaints CoordinatorFull-time Position, 37 hours per weekHourly Rate: £17.50Temporary Ongoing ContractHybrid Work Model Available (1 day per week in office)Sellick Partnership is currently seeking a dedicated Complaints Coordinator for a client in Manchester. This role is pivotal in managing and addressing customer grievances, with an emphasis on...
-
Customer Complaints Specialist
4 weeks ago
London, Greater London, United Kingdom Sellick Partnership Full timeComplaints CoordinatorFull-time Position, 37 hours per weekHourly Rate: £17.50Temporary Ongoing ContractHybrid Work Model Available (1 day per week in-office)Sellick Partnership is currently seeking a dedicated Complaints Coordinator for a client based in Manchester. This position is centered around the effective management of customer grievances,...
-
Customer Complaints Specialist
4 weeks ago
London, Greater London, United Kingdom Sellick Partnership Full timeComplaints CoordinatorFull time, 37 hours per week£17.50 per hourTemporary ongoing contractHybrid working is available (1 day per week in office)Sellick Partnership is seeking a dedicated Complaints Coordinator to support a client based in Manchester. This position is essential for overseeing and addressing customer grievances, with an emphasis on effective...
-
Customer Complaints Specialist
4 weeks ago
London, Greater London, United Kingdom Sellick Partnership Full timeComplaints CoordinatorFull time, 37 hours per week£17.50 per hourTemporary ongoing contractHybrid working available (1 day per week in office)Sellick Partnership is currently seeking a dedicated Complaints Coordinator to support a client in managing customer grievances effectively. This position emphasizes the importance of complaint management, thorough...
-
Senior Employment Lawyer
7 days ago
London, Greater London, United Kingdom Kinsella Legal Limited Full timeJob DescriptionJob Title: Senior Employment Lawyer - Head of Complaints Handling UnitCompany: Kinsella Legal LimitedJob Type: Full-timeLocation: London/HybridAbout the Role:We are seeking an experienced Senior Employment Lawyer to join our Legal and Business Affairs team as Head of Complaints Handling Unit. The successful candidate will be responsible for...
-
Senior Employment Lawyer
5 days ago
London, Greater London, United Kingdom Kinsella Legal Limited Full timeJob DescriptionJob Title: Senior Employment Lawyer - Head of Complaints Handling UnitCompany: Kinsella Legal LimitedJob Type: Full-timeLocation: London/HybridAbout the Role:We are seeking an experienced Senior Employment Lawyer to join our Legal and Business Affairs team as Head of Complaints Handling Unit. The successful candidate will be responsible for...
-
Complaints Resolution Specialist
2 weeks ago
London, Greater London, United Kingdom The London Clinic Full timeJob OverviewWe are seeking an experienced Complaints Resolution Specialist to join our Clinical Governance team at The London Clinic.This is a band 5 role, offering a competitive salary and the opportunity to work in a leading private hospital in London.About The London ClinicThe London Clinic is a prestigious private hospital with state-of-the-art...
-
Complaints Resolution Specialist
5 days ago
London, Greater London, United Kingdom The London Clinic Full timeJob OverviewWe are seeking an experienced Complaints Resolution Specialist to join our Clinical Governance team at The London Clinic.This is a band 5 role, offering a competitive salary and the opportunity to work in a leading private hospital in London.About The London ClinicThe London Clinic is a prestigious private hospital with state-of-the-art...
-
Complaints Handling Unit Lead
7 days ago
London, Greater London, United Kingdom Kinsella Legal Limited Full time**Job Summary**Kinsella Legal Limited is seeking an experienced employment lawyer to join our Legal & Business Affairs team as Head of Complaints Handling Unit.The successful candidate will be responsible for reviewing concerns raised and identifying and recommending an appropriate resolution.**Key Responsibilities:**Assessing and triaging concerns...
-
Senior Employment Lawyer
7 days ago
London, Greater London, United Kingdom Kinsella Legal Limited Full time**Job Summary**Kinsella Legal Limited is seeking an experienced employment lawyer to join our Legal & Business Affairs team as Head of Complaints Handling Unit.The successful candidate will be responsible for reviewing concerns raised and identifying and recommending an appropriate resolution.**Key Responsibilities:**Assessing and triaging concerns...
-
Employment Law Senior Associate
4 days ago
London, Greater London, United Kingdom Kinsella Legal Limited Full timeJob Title: Employment Law Senior Associate - Head of Complaints Handling UnitJob Summary:Kinsella Legal Limited is seeking an experienced employment lawyer to join our Legal & Business Affairs team as Head of Complaints Handling Unit. This role will take responsibility for reviewing concerns raised by the business about the behaviour and conduct of those who...
-
Employment Law Senior Associate
4 days ago
London, Greater London, United Kingdom Kinsella Legal Limited Full timeJob Title: Employment Law Senior Associate - Head of Complaints Handling UnitJob Summary:Kinsella Legal Limited is seeking an experienced employment lawyer to join our Legal & Business Affairs team as Head of Complaints Handling Unit. This role will take responsibility for reviewing concerns raised by the business about the behaviour and conduct of those who...
-
Complaints Resolution Specialist
7 days ago
London, Greater London, United Kingdom CREATE Fertility Full timeAbout UsCREATE Fertility is a leading provider of IVF and fertility treatment services across the UK. We are pioneers of innovative and gentle fertility solutions, committed to delivering exceptional patient care and outcomes.Job SummaryWe are seeking a highly skilled and empathetic Complaints Resolution Specialist to join our team in Farringdon, London. As...
-
Complaints Resolution Specialist
7 days ago
London, Greater London, United Kingdom London Borough of Tower Hamlets Full timeAbout the RoleWe are seeking an experienced professional to join our team as a Complaints Review Officer. This is an exciting opportunity to work with the London Borough of Tower Hamlets and contribute to the delivery of high-quality complaints management services.Key ResponsibilitiesRaise the profile and understanding of the Complaints service within the...
-
Complaints Resolution Specialist
5 days ago
London, Greater London, United Kingdom CREATE Fertility Full timeAbout the RoleWe are seeking a highly skilled and empathetic Complaints Resolution Specialist to join our team at CREATE Fertility. As a key member of our customer service team, you will be responsible for ensuring that all patient complaints are handled efficiently and effectively.Key ResponsibilitiesCompliance Tracking: Monitor and track all formal and...
-
Complaints Resolution Specialist
5 days ago
London, Greater London, United Kingdom CREATE Fertility Full timeAbout the RoleWe are seeking a highly skilled and empathetic Complaints Resolution Specialist to join our team at CREATE Fertility. As a key member of our customer service team, you will be responsible for ensuring that all patient complaints are handled efficiently and effectively.Key ResponsibilitiesCompliance Tracking: Monitor and track all formal and...
-
Complaints and Insight Officer
7 days ago
London, Greater London, United Kingdom Novax Recruitment Ltd Full timeJob Summary:Novax Recruitment Ltd is seeking a highly skilled Complaints and Insight Officer to join our team. As a key member of our organization, you will play a crucial role in supporting our clients' complaints improvement project and ensuring compliance with the Housing Ombudsman complaints handling code and new LGSCO complaints handling code.Key...
-
Complaints Resolution Specialist
7 days ago
London, Greater London, United Kingdom CREATE Fertility Full timeAbout UsCREATE Fertility is a leading provider of IVF and fertility treatment services across the UK. We are pioneers of innovative and gentle fertility solutions, committed to delivering exceptional patient care and outcomes.Job SummaryWe are seeking a highly skilled and empathetic Complaints Resolution Specialist to join our team in Farringdon, London. As...