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Complaints and Customer Satisfaction Manager, Nottingham
Client: HBSUK
Location: Nottingham, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views: 1
Posted: 25.05.2025
Expiry Date: 09.07.2025
Job Description:
Complaints and Customer Satisfaction Manager
Please note: This role is a 6-month full-time contract initially.
At Healthcare Business Solutions, we offer healthcare-based solutions to a diverse clientele, including patients, clinicians, and corporate businesses. We are innovative and focus on delivering tomorrow’s solutions today.
As a Complaints and Customer Satisfaction Manager, you will be highly organized, capable of performing under pressure, and possess excellent leadership and communication skills. Your role will involve embedding complaints management and fostering a culture of continuous improvement across HBSUK.
You will thrive in an environment emphasizing accountability, independence, and growth. Every day will present new challenges, and we will work together to achieve excellence, supporting each other to go the extra mile while upholding our core values.
Minimum Requirements:
Education, Qualification, and Training:
* Educated to Degree level
Experience:
* At least 3 years of extensive experience managing complaints
* Experience working within a team and developing relationships with stakeholders
* Experience designing and delivering staff training on complaints handling
* Experience in data collation and analysis
* Knowledge of working in a clinical environment
* Experience managing complaints in healthcare and insurance sectors
* Managing complex complaints with senior stakeholders
Knowledge and Skills:
* Customer service skills with patience and empathy
* Knowledge of complaints handling frameworks like ISO 10002
* Understanding of legal aspects related to complaints and patient rights
* Project management skills
* Ability to produce detailed reports for senior management
* Knowledge of Parliamentary Health Ombudsman and Independent Complaints Advocacy Service
* Strong verbal and written communication skills
* Problem-solving skills and attention to detail
* Time and resource management skills
* Dispute mediation skills
* Data analysis and trend identification skills
* Flexibility to adapt to changing needs
Additional Education and Experience:
* Master’s degree
* Experience managing complaints in the NHS
Additional Skills:
* Proficiency in additional languages for dealing with diverse customers
Other Job-related Requirements:
* Ability to work in a fast-paced environment
Main Responsibilities:
* Develop and review policies for handling customer feedback and complaints
* Ensure staff training and support for complaints management
* Implement tracking systems for complaint resolution within set timeframes
* Quality check all written responses before dispatch
* Resolve complex or sensitive complaints, escalating when necessary
* Facilitate meetings with complainants and staff, ensuring smooth proceedings
* Create response templates and training materials of high standard
* Build and maintain relationships across all organizational levels
* Ensure compliance with regulations and industry standards
* Report on complaints metrics and trends to senior management
* Analyze complaint data to identify issues and develop improvement strategies
Our Commitment to You:
We value diversity and are committed to an inclusive, high-performance culture where everyone can thrive. We welcome applications from all backgrounds and experiences.
If you're interested, contact us today to ensure a positive application experience.
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