At Clinical Partners, we pride ourselves in being one of the country’s leading mental health services, specializing in assessing and treating neurodivergent issues, whilst offering a wide range of other services.

We are seeking a dedicated Complaints Administrator to join our team. This pivotal role involves managing and resolving patient complaints with the utmost sensitivity and professionalism. The ideal candidate will possess strong communication skills, a compassionate approach, and a commitment to maintaining the highest standards of patient care and confidentiality. As the first point of contact for concerns and feedback, you will play an essential role in upholding our reputation for excellence in patient support and contributing to the continuous improvement of our services. If you have a passion for helping others and a keen eye for detail, we encourage you to apply.

This is a fully remote role based from home.

Role and Responsibilities:

• Manage complaints for the company, ensuring communication with patients is timely, transparent, and empathetic.
• Ensure complaints are investigated and resolved effectively.
• Develop and update the complaints policy, procedures, and associated documentation.
• Provide guidance and support to staff in handling and resolving complaints.
• Analyse and report on complaints and implement actions to drive improvement in the quality of the company’s services.
• Ensure that all complaints management is documented and tracked through designated systems and reports are produced for relevant stakeholders.

Requirements:

• Experience in the mental health or social care sector
• Experience of complaint handling at a customer service level
• Understanding of best practice in complaint management
• Understanding of the customer experience and how complaints impact it.
• Solution focused, with a desire and ability to innovate.
• Highly organised with strong planning and IT skills
• Excellent IT skills including Word, Excel, PowerPoint, and SharePoint
• Exceptional communication skills, verbal and written, with the ability to build and maintain good relationships across the organisation.
• Ability to prioritise a constantly changing workload and remain calm under pressure.
• Ability to analyse and present complex information in oral and written form.
• Effective and proactive team player

Benefits/Perks:

• You’ll be fully equipped to enable remote working.
• 25 days paid holiday (increasing with service to 28 days) plus bank holidays.
• A day off for your birthday.
• Company events, including Christmas parties and Team building days.
• Opportunities to take part in charitable events.
• Access to a Wellbeing portal and Employee Assistance Programme (EAP).
• Eyecare Scheme/Company contribution towards eye tests and glasses.