Complaints Resolution and Quality Manager

3 weeks ago


Bristol, Bristol, United Kingdom Serco Full time
Job Description

You will report into the Customer Experience Manager and be the primary clinical voice within the Customer Experience team, providing clinical insight, analysis, input and leadership within complaints, regulatory investigations, and administrative processes within the business.

This includes providing support to non-clinical team members who interact with claimants on the phone. The role may also engage directly with colleagues within the Department for Work and Pensions (DWP) by supporting the investigations of Internal Process Reviews (IPRs) when requested.

Key Responsibilities:

  • Accurately respond to complaints where the issue raised is clinical in nature.
  • Support the whole Customer Experience team with clinical insight and knowledge in your specialist disability assessment area.
  • Lead on investigations prompted by clinical regulatory bodies.
  • Develop and maintain a suite of documents and reporting mechanisms to communicate themes from complaints to ensure learning is fed back to the business as part of continuous improvement.
  • Complete end-to-end case audits in support of complaints from Members of Parliament.
  • Maintain approval status by completing disability assessments in your specialism.

Requirements:

  • Valid and clear NMC, HCPC or GMC registration.
  • Knowledge of healthcare regulations and accreditation standards.
  • Prior experience in healthcare administration, quality improvement, or auditing is a significant advantage.


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