Role Overview:

Salary: £30,000 - £37,500 per annum (Depending upon experience)

Hours: Monday to Friday, 0900 - 1800 (fully on-site)

Location: Basildon, Essex (1 day per week at Holborn Clinic)

Contract: Full Time and Permanent

Role Summary:

The postholder will ensure that patients' concerns or issues are addressed accordingly, working with the organisation to ensure an excellent customer service and contributing to efficient and effective solutions.

Role Duties:

Leading investigations and subsequent resolutions of issues/complaints  
Creating, reviewing and updating policies, SLAs and timeframes with regards to investigations and resolutions 
Ensuring patients are contacted appropriately to ensure as streamlined a process as possible, keeping them updated as to the status of their concern or issue 
Engaging with patients with regards to satisfaction feedback/ratings and recording/reporting findings and outcomes appropriately 
Working with wider team to help to improve patient retention and ensuring a high-quality service to our patients 

Qualification/Experience for Role:

Certificate in Complaint Handling/Customer Service desirable 
GSCE English (or equivalent) preferred

Experience

Experience and knowledge with regards to GDPR and relevant regulations/SOPs 
Experience within a busy, fast-paced environment, ideally within the UK healthcare sector 
Extensive experience in resolving customer/patient complaints efficiently and effectively 
Experience using relevant Customer Relationship Manager (CRM) software 
Interest or Background within medical cannabis desirable

Our Client

A private clinic, with linked pharmacy, which specialises in assisting patients who may not have found satisfactory results for their conditions via their existing medications. They work with consultants specialising within pain, psychiatry, neurology, palliative care and cancer, so their patients can receive their prescribed medication directly to their door, via next-day delivery service. Their prescribed medicines are produced and manufactured according to the pharmaceutical-grade EU-GMP (Good Manufacturing Practice.)

Additional Information:

We may receive a higher-than-anticipated number of applications for this role, such that it may not always be possible to provide individual feedback to all applications.

Applicant shortlisting and interviews may be taking place whilst the role is still being advertised, which may mean that this advert may close sooner than expected. We recommend that, if interested in this opportunity, you apply for this role as soon as possible.

Disclosure and Barring Service (DBS) Check:

This role may be subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and it may be required for us to conduct a DBS check accordingly for a successful applicant.

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Talk Staff Recruitment is an established division of Talk Staff Group and works with companies throughout the East Midlands and UK with roles including many areas such as: Accountancy & Finance, Human Resources, Marketing, Contact Centre and Office Support.

Talk Staff Recruitment act as an employment agency in relation to this vacancy.

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