Client Outcome Co-Ordinator

JOB TITLE

Our client outcome co-ordinator plays a key role in supporting the management of client feedback, including complaints, compliments and reports. This position ensures that all feedback is recorded, managed, and actioned in a timely and effective manner, contributing to continuous service improvement and client satisfaction.

MAIN OBJECTIVES

Consultation Reporting:

• Prepare and issue reports to employees following client or internal consultations

• Ensure all reports are accurate, clear, and distributed in accordance with GDPR and internal data handling policies

• Maintain records of all issued reports securely, in compliance with data protection requirements

• Liaise with internal teams and stakeholders to confirm the content and accuracy of consultation outcomes prior to distribution

Complaints Management:

• Receive, acknowledge, and log customer complaints through appropriate channels

• Investigate complaints thoroughly and impartially, liaising with relevant departments as necessary

• Ensure complaints are resolved in a timely, professional, and empathetic manner

• Maintain detailed records of complaint investigations, outcomes, and follow-up actions

• Write clear, concise, and professional responses to customer complaints

Data Analysis and Reporting:

• Analyse complaint trends and root causes to identify recurring issues or opportunities for service improvement

• Prepare regular reports and dashboards for management summarising complaint volumes, themes, response times, and resolution effectiveness

• Recommend process improvements based on analysis to enhance client outcomes and reduce complaint rates

Compliance and Governance:

• Ensure all communication and documentation is handled in line with GDPR and company confidentiality policies

• Keep up to date with regulatory changes and best practices in data protection and complaint handling

• Support internal audits or reviews relating to reporting and complaint management processes

PERSON SPECIFICATION

• In-depth understanding of customer service principles and best practices

• Strong problem-solving and analytical skills, with the ability to assess complex customer issues and identify effective solutions

• Strong attention to detail and accuracy

• Excellent communication skills, both verbal and written, with the ability to tailor messages to different audiences

• A high level of emotional intelligence and empathy when dealing with both customers and staff

• Ability to investigate, identify root causes and provide comprehensive resolution

• Skilled in building and maintaining positive relationships with clients

• Empathetic and client-focused: can manage sensitive situations professionally

• Calum under pressure: able to handle challenging conversations without escalating

• Proactive and accountable: takes ownership of client outcomes and ensures follow-up

• Professional and diplomatic: maintains the company's reputation in all communications

• Understanding of GDPR and data protection principles

ADDITIONAL RESPONSIBILITIES & ACCOUNTABILITIES

• Understand, demonstrate, and promote the Company's Genetic Code

• Manage confidential data in line with the UK GDPR

• Contribute ideas and suggestions to continuously improve the Customer & Employee Experience

• Assist with colleagues work during absences

• Attend meetings and training sessions as required

• Any other request made by a Manager

REQUIREMENTS FOR THE ROLE

• Ability to use customer feedback, surveys, and performance metrics to assess the effectiveness of customer service strategies and identify areas for improvement

• Experience managing client complaints with empathy, professionalism, and attention to detail (desirable)

• Experience in improving customer retention, and loyalty

• Previous experience in a customer service, complaints handling, client relationship management or similar role

• Background in reporting or administrative coordination is advantageous

• Strong proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook and CORE

• Confident using data and reporting tools (Excel, CRM Systems)

• Familiarity with GDPR and relevant data privacy regulations (essential)

• Experience working within a regulated industry or service-based environment (desirable)