Complaints Officer - Ipswich, United Kingdom - IPRS Health

IPRS Health

Verified Company

Ipswich, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

IPRS Health are an award-winning provider of physiotherapy & mental health services, putting patients at the heart of everything we do, ensuring a smooth and successful journey to recovery.

We work for a diverse range of clients, including the NHS with our services having a huge impact into improving the lives of thousands of people every year.

We are looking for a
Complaints Officer_ _to _play a key role in IPRS Health's provision of a robust and responsive complaints service_

Position:

As the _
_Complaints Officer __for IPRS Health you will be responsible for managing the complaints system, gathering information to facilitate the prompt resolution of complaints, and preparing accurate, high quality written responses in accordance with best practice guidance. You will liaise with stakeholders involved in complaints. The post holder will also assist the wider team to analyse and identify trends from complaints._
Your success will help us to improve the experience of patients who use our services._
As the _
_Complaints Officer __your responsibilities include:_
Working with the Training & Patient Experience Lead in the management of complaints _

- _To manage own case load, ensuring each complaint is managed effectively with a high quality investigation_
- _To triage all complaints and allocate investigations to the most appropriate member of an expert panel_
- _To be responsible for drafting a high-quality written response to the complainant within agreed timescales_
- _To review, develop and maintain the complaints database/log_
- _To provide general administrative support to the team_

Requirements:

Who we are looking for

To be seriously considered for this role, please have the following:

Qualifications:

_NVQ Level 2/3 in Business Administration or Customer Service; or 4 GCSE/O level passes A-C or equivalent, including English and Maths_

Experience:
_Customer service and complaints handling experience_**
Knowledge:_Strong working knowledge of MS Office/Office365 Suite_**
Skills:_Excellent attention to detail and ability to record information accurately_**
_ Work on own initiative with mínimal supervision in a proactive manner_

_ Efficient time management to work to KPIs and deadlines_

Other information:

Benefits:

Salary:
£24,500-£27,500 depending on experience**
Location:Flexible Remote or Ipswich/Hybrid - employee choice**
Job Type: Permanent Full time

Hours: 40 hours per week Mon-Fri
Colleagues are essential to IPRS Health, which is why we give so much in return for their hard work.

In addition to a competitive salary, we offer a range of benefits, including:

Flexible Working
Development Opportunities
Employee Assistance Programme including free confidential counselling
Highstreet discounts
25 days' annual leave plus 8 days' bank holidays; increasing with completed years' service & opportunity to purchase additional leave
Moving Day Leave
Membership of the Company pension scheme
Recruit a Friend bonus scheme up to £1,500
Environmental Initiatives
Westfield Health Cash Plan
Free Eye Tests every 2 years
Free annual Flu-Vaccination
Free Physiotherapy