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Specialist Complaints Manager

  • Job reference: BBBH4609
  • Location: London
  • Salary: Attractive Package
  • Start Date: ASAP
  • Job type: Permanent

Our client is an acute London private hospital and they are recruiting for a Specialist Complaints Manager to come and join their team in London.

Job Summary:

This role is accountable for managing complaints coming into our client in a robust and professional manner to deliver fair outcomes, excellent service improvements and help eliminate potential reputation risk.
The role holder will demonstrate 'expertise' in resolving cases that are considered 'specialist' in their nature, ensuring all CQC regulatory requirements are adhered too and all complaints are managed in a consistent way from local resolution through to formal complaint and level 2 escalation.

Roles and Responsibilities:

  • Manage all customer complaints in line with regulatory requirements and in a consistent manner, using approved templates and tools
  • Promote and support the delivery of ongoing and improved customer service; escalating issues to the Head of Health Services Quality and Governance and other stakeholders (where appropriate) and identifying common trends in line with existing frameworks - focusing on preventing issues from happening in the future
  • Proactively prioritise and manage own allocated workload; taking full ownership of each case until a satisfactory response is delivered
  • Gather all necessary documentary evidence in relation to complaints, and accurately assess and evaluate in accordance with the client's Policies and Procedures and regulatory requirements
  • Gather relevant data from internal departments (Compliance, Legal, Risk and other key stakeholders) when appropriate, and collate their contribution to the investigation in accordance with client policies and procedures
  • Identify at the earliest 'trigger' point, the need to escalate a complaint elsewhere, and take the appropriate action to do so
  • Conduct telephone interviews with patients as necessary, and in accordance with client policies and procedures
  • Ensure all incoming call enquiries are handled in an efficient, expedient and customer focused way, providing the customer with a professional service at all times and in accordance with CQC regulations - liaise with other business areas where appropriate if the complaints relate to other regulatory bodies (i.e. FCA in UKI)
  • Ensure that a fair outcome is achieved for each customer, assessing their individual circumstances, financial loss, material distress and material inconvenience
  • Communicate the resolution to the customer by telephone and in writing
    Resolve any remaining customer issues, concerns and objections in regard to the resolution (both in writing and verbally)
  • Ensure that full complaints records are maintained accurately on Datix in line with organisational and regulatory requirements
  • Provide regular feedback to senior managers and directors to raise their awareness of current status of patient complaints
  • Track and report on robust trend information to ensure that the themes from complaints, concerns and compliments are understood and that learning is shared effectively within the business unit and more broadly where appropriately
  • Triangulate complaints data with information from patient surveys to provide a true picture of patient experience in the organisation to identify areas for improvement

Key Points:

  • NHS experience preferred
  • Experience dealing with formal and informal complaints
  • At least 3 years' experience as a Complaints Manager within the hospital setting
  • Interview Date: Tuesday 11th December 2018

Skills and Requirements:

  • Proven track record of delivering customer focused outcomes in a regulatory environment
  • Strong attention to detail with the ability to analyse each complaint and make decisions with confidence, occasionally defusing difficult and emotional situations
  • Demonstrate excellent problem-solving skills and together with the ability to make sound commercial decisions, weighing up the possible financial implications to the client and the impact on customer goodwill and satisfaction
  • A sound working knowledge of the client's products and processes
  • Demonstrate flexibility within the working environment
  • Organised and able to prioritise workload
  • Sound understanding of customer insight

If interested, please get in touch via contact details provided or click "Apply" to forward an up to date copy of your CV.

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