Address
Form of workWe 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:
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.
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.
Desired Criteria
- Call Centre experience
Skills Needed
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.
Company Benefits
Commitment to career development
We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.
We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.
Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Hybrid Working
Salary
£35,000.00 per year
