Complaints and Quality Specialist

1 month ago

Esher, United Kingdom Healix Full time
Job Description

We are looking to recruit a Complaints and Quality Specialist to join the Healix Health Services team based in Esher and Bristol. The Complaints and Quality Specialist will work closely with the Training and Development and Medical Claims Handling teams and will report to the Head of Learning and Development. This is a full time role, 35 hours per week.

The operational hours are between 8am and 6pm Monday to Friday, given the nature of the role, there may be a requirement to work outside of these hours.

POSITION OVERVIEW

As a Complaints and Quality Specialist, your role is to ensure that the organisation maintains high-quality standards in its products, services, and customer interactions. You will be responsible for managing and resolving customer complaints efficiently and effectively, whilst also implementing quality assurance processes to prevent issues from arising. Your objective is to enhance customer satisfaction, improve operational efficiency, and uphold the organisations reputation for excellence.

PERSON SPECIFICATION 

For the Complaints and Quality specialist, we are looking for someone with a strong customer service orientation and the ability to handle customer complaints with empathy and professionalism. In addition, we are looking for:

  • Demonstrated experience in resolving customer issues effectively and maintaining customer satisfaction.

  • Understanding of customer feedback procedures and the ability to implement measures to enhance customer experience.

  • Knowledge of quality controls methods, process improvement techniques.

  • Experience in conducting audits.

  • Excellent problem solving and analytical skills to identify root causes and implement effective solutions.

  • Attention to detail and commitment to maintaining high standards of quality.

  • Proficient in data analysis and interpretation, with the ability to derive meaningful insights and drive improvements.

  • Effective communications skills, both written and verbal.

About The Role

KEY ACTIVITES/MAIN DUTIES

Complaints Management:

  • Receive and investigate customer complaints, ensuring prompt resolution and satisfactory outcomes.

  • Assess the root causes of complaints, identify trends, and recommend corrective actions to prevent recurrences.

  • Work closely with relevant teams.

  • Maintain accurate records of complaints, actions taken, and resolutions for reference and analysis.

 

Quality Assurance:

  • Develop and implement quality assurance processes and standards.

  • Conduct regular audits and assessments.

  • Identify areas for improvement and work with Manager’s to develop action plans to enhance quality and efficiency.

  • Collaborate with cross-functional teams to implement quality improvement initiatives and monitor their effectiveness.

 

Customer Experience Enhancement:

  • Analyse customer feedback, surveys to identify areas of improvement in products, services, or processes.

  • Collaborate with relevant stakeholders to implement enhancements and ensure a positive customer experience.

  • Provide training and guidance to staff members on complaint handling procedures.

  • Promote a customer-centric culture, emphasizing the importance of quality and customer satisfaction.

 

Reporting and Analysis:

  • Prepare regular reports on complaint trends, resolution times, and customer satisfaction metrics.

  • Analyse data to identify patterns, insights, and areas for improvement.

Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. 

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Desired Criteria

  • Call Centre experience

Required Criteria

  • Demonstrated experience in resolving customer issues effectively and maintaining customer satisfaction.
  • Understanding of customer feedback procedures and the ability to implement measures to enhance customer experience.

Closing DateFriday 14th June, 2024

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