Client Experience Officer

Client Experience Officer

Up to £28,000 DOE

Full time – Permanent

East Kent

Our client, a dynamic and growing organisation dedicated to supporting others and making a difference, is currently seeking a methodical and forward-thinking Client Experience Officer

to join their Quality team.

As aClient Experience Officer, you will play a vital role in the Quality team by supporting complaints and feedback processes and ensure regulatory responses with relevant laws and regulations.

A day in the life as a Client Experience Officer will include:

• Investigate complaints and concerns to determine causes, solutions, and preventive measures, and decide if the complaint should be upheld.
• Assist the Quality team with Client Experience, complaints, projects, and administrative tasks.
• Write formal responses explaining the investigation, outcomes, and escalation procedures if the response is unsatisfactory.
• Distributing positive feedback to the correct internal departments and staff members.
• Monitor the Feedback inbox and respond to emails promptly following standard procedures.
• Contact clients or their representatives to address concerns quickly and de-escalate situations within strict deadlines.
• Collaborate with internal departments to investigate complaints and safety incidents, create timelines, and identify corrective actions, always promoting a culture of continuous quality improvement.
• Produce reports on complaint trends, patterns, and quality data to help managers identify key issues.
• Support colleagues in consistently handling and resolving complaints and concerns, whilst logging complaints and feedback accurately, ensuring regulatory deadlines are met.
• Monitor social media and web reviews for potential complaints and manage them according to policy.
• Promote patient safety and collaborate with managers to improve care quality and customer service.
• Use insights from complaints and surveys to suggest process improvements and share findings with stakeholders.
• Follow up with staff to ensure corrective actions are implemented.
• Any other duties required

A successful candidate will have/be:

• Previous experience in a case handling role is required.
• Excellent communication skills, both verbal and written.
• Proactive and positive mindset, with a solution-oriented approach to challenges.
• Ability to work well under pressure and handle multiple tasks simultaneously.
• Proficient using Microsoft Office
• Strong problem-solving and decision-making skills.
• Comfortable working in a fast-paced environment, adept at prioritizing tasks and managing multiple responsibilities simultaneously.
• Detail-oriented with a focus on accuracy.
• Strong proficiency in using CRM systems and Microsoft Excel.
• A Collaborative team player with the ability to work independently when required.

If you are passionate about Client Experience and thrive in a values-driven workplace, APPLY NOW!

This role is being handled by Jasmine King, Business Support Consultant for Pearson Whiffin Recruitment.

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