Patient Complaints Executive – Smile White
Location: Smile White HQ, Leeds LS11
Salary: Up to £30,000
Contract: Full-Time, Office-Based
Smile White is one of the UK’s fastest-growing dental brands, with a lively, high-energy HQ based in Leeds (LS11). We are looking for a Patient Complaints Executive to join our Operations team and take a leading role in delivering exceptional patient experiences.
This role suits someone who thrives under pressure, communicates with clarity and empathy, and can resolve challenging situations while protecting patient confidence and business performance. You will act as the escalation point for complex cases, ensuring complaints are resolved thoroughly and professionally, without defaulting to cancellations or refunds.
Key Responsibilities
* Manage patient complaints end-to-end, including investigation, resolution, and follow-up
* Work collaboratively with internal teams and Clinical Partners to gather information and action solutions
* Maintain patient confidence while supporting positive commercial outcomes
* Keep accurate case records in HubSpot and follow all internal complaints procedures
* Identify trends to support training, performance improvement, and operational changes
* Produce daily/weekly reports on complaint status, risks, and resolution timelines
* Support Operations and Retentions in maintaining a solutions-led, customer-first environment
* Monitor and manage negative Trustpilot reviews and support responses for anything under 5 stars
* Ensure compliance with company policies and relevant regulatory standards (including FCA)
* Conduct thorough investigations using multiple evidence sources
* Deliver clear, professional written and verbal communication to patients
Skills & Experience
Essential:
* 2+ years’ experience in complaints handling, client resolution, or patient relations
* Experience working in regulated environments
* Strong customer advocacy and a commitment to excellent service
* Confident communicator and collaborator across teams
* Knowledge of relevant regulations (e.g., FCA)
Desirable:
* Experience in dental, healthcare, or regulated consumer services
* Experience using CRM systems such as HubSpot
* Strong analytical, problem-solving, and decision-making ability
* Understanding of dental regulations and standard complaint processes
Personal Attributes
* Calm, confident communicator with emotional intelligence
* Skilled at handling difficult conversations with empathy and commercial awareness
* Solutions-focused with excellent judgement under pressure
* Highly organised, structured, and consistent with documentation
* Protects brand trust while supporting business performance
* Thrives in a fast-paced environment with multiple stakeholders
Benefits & Perks
* Clear progression opportunities within a fast-growing, ambitious business
* High-energy, supportive, and collaborative office environment
* Staff discounts across Smile White services and products
* Employee referral programme
* Free on-site parking at HQ
* Various complimentary staff events and social activities throughout the year
* Chance to be part of a modern, forward-thinking team with real influence on patient experience
If you’re excited to build your career within a progressive and rapidly expanding company, we’d love to hear from you.