Capita PIP are seeking a Senior Complaints Handler who will report to the Customer Relations Manager. The position holder will be responsible for ensuring complex and sensitive complaints are effectively and robustly, investigated and responded to within Capita’s service standards. They will communicate with the complainant as appropriate during the complaint management process.
The post holder will produce reports that identify root causes, assisting the business with learning from complaints and identifying opportunities for continuous business improvement. They will also ensure appropriate actions have been identified to achieve these changes.
The successful candidate will be an experienced complaint handler, ideally gained within a clinical environment. They will be adept at detailed route cause analysis and will be an effective communicator at all levels.
Key Accountabilites
To investigate complex, escalated complaints in accordance with Capita service standards
To prepare written responses to escalated and serious complaints in accordance with Capita’s service standards
To receive and respond professionally and appropriately to complex, sensitive and often contentious verbal communications
To engage with Commercial Directors, Communication Directors and other key senior operational colleagues as necessary in order to appropriately manage an mitigate business risks
To manage cases of legal claims against Capita working with key Senior Management to reach an appropriate outcome
To undertake detailed root cause analysis and generate monthly management information, highlighting trends
To act as a key contact with external bodies and facilitate data information requests ensuring that all statutory timescales are achieved
Lead projects aimed at continuous service improvement activities
To ensure accurate record keeping and reporting
To take part in awareness raising training, education and events to promote complaints handling
Any other duties as may be necessary which are commensurate with the level of the post
Key Skills and Experience
Experience of working within a complaints handling role ideally within a clinical environment
Excellent customer service skills both written & verbal
Strong organisational, prioritisatio & planning skills
Leadership & motivational skills
Able to work to strict deadlines
Excellent listening & empathy skills
Strong IT skills with the ability to produce reports demonstrating analysis & interpretation of data.
Analytical skills
Preferably degree educated
GCSE/O Level Maths & English Grade C or above
At least 1 year minimum relevant experience.
Apply within remembering to attach your CV, or contact Chris Bonner for more info;
(email address removed) / 0161 274 8516
Capita Social Care Resourcing is acting as an Employment Business in relation to this vacancy.
Location: Birmingham
Salary: £25,000 pa Benefits Package
Hours: Full-time
Type: Permanent
Starting: Immediately
Duration: Ongoing