Complaints Officer Remote
Job 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
Anyone and everyone is welcome to apply to work for IPRS Health. All our teams have a mix of backgrounds and experience but with one thing in common, the drive to help people recover. We are looking for our new Complaints Officer to be a team player, efficient and organised, and to be motivated to contribute to helping thousands each year.
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 minimal 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: Remote working
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
- High-street 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
