Customer Complaints Administrator
1 week ago
An exciting opportunity for a Customer Complaints Administrator to join the Barchester family on a FTC for 12 months. Offering a hybrid working environment, office based in Finsbury Square, London and working from home.
The Customer Complaints Administrator is a key member of the Complaints Team working within the Customer Experience function to support Barchester Healthcare’s management of formal complaints. This role ensures that escalated formal complaints are appropriately and promptly handled to support a positive reputation for the business. The Customer Complaints Administrator will be responsible for managing workload via a central inbox and supporting database as well as leading on organisation, agendas and minutes for key meetings to review complaints and cases.
Here at Barchester, we work with an open, honest, supportive approach, where quality of care is at the heart of everything we do.
As sector leading healthcare experts, we are proud to have the highest quality ratings across our 224 homes and hospitals across the UK.
Barchester have proudly been awarded a two-star outstanding rating by Best Companies, ranked 11th in the top 20 Best Health & Social Care Companies to work for and 14th in the Top 25 Best Big Companies to Work For in the UK.
**Responsibilities**:
- Promptly escalate concerns of a serious nature and those which may include potential referral to a professional governing body if there is an immediate risk to resident or public safety, or potential for negative media.
- Support the Directors Office Complaints Manager in acting as a conduit between the General Counsel, Loss Adjusters and Legal Advisors as well as our internal Regulatory team
- Responsible for putting together daily and weekly agendas and minutes for meetings with other relevant teams and stakeholders, accurately recording and ensuring each team is adhering to each agreed action
- Ensure information pertaining to complaints is recorded correctly and is all up to date on the central database to ensure we are able to provide an accurate overview of overall complaints status at any time
- Ensure all information and guidance relating to the complaints process is up to date and easy to follow
- Ensure when communicating it is always with tact and diplomacy, taking accurate messages and passing them on to the appropriate person in a timely manner.
- Plan the working week to ensure the response timeframes are adhered to ensuring there is plenty of time for the completed response to be signed off by the appropriate person.
**Experience and attributes required**:
- Experience in information gathering/ data analysis
- Good multi-tasking skills with the ability to work on a number of different projects, ensuring projects are completed on time
- Personal resilience and ability to perform under pressure
- Able to prioritise tasks
- High level of attention to detail
- Self-motivated and enthusiastic
- Highly professional, courteous and transparent both in attitude and communication
As the only healthcare provider to be accredited as one of the best companies to work for over the last 3 consecutive years, Barchester are dedicated to ensuring that our team are respected and their contribution valued. If you are looking to develop a career with an employer that is supportive and offers progression opportunities, Barchester is an empowering and rewarding place to be.
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