Client Experience Officer

Description:

Client Experience Officer

Up to £28,000 DOE

Full time – Permanent

East Kent

Our client, a dynamic and growing organisation dedicated to supporting others and making a difference, is currently seeking a methodical and forward-thinking Client Experience Officer

to join their Quality team.

As a Client Experience Officer, you will play a vital role in the Quality team by supporting complaints and feedback processes and ensure regulatory responses with relevant laws and regulations.

A day in the life as a Client Experience Officer will include:

Investigate complaints and concerns to determine causes, solutions, and preventive measures, and decide if the complaint should be upheld.

Assist the Quality team with client experience, complaints, projects, and administrative tasks.

Write formal responses explaining the investigation, outcomes, and escalation procedures if the response is unsatisfactory.

Distributing positive feedback to the correct internal departments and staff members.

Monitor the Feedback inbox and respond to emails promptly following standard procedures.

Contact clients or their representatives to address concerns quickly and de-escalate situations within strict deadlines.

Collaborate with internal departments to investigate complaints and safety incidents, create timelines, and identify corrective actions, always promoting a culture of continuous quality improvement.

Produce reports on complaint trends, patterns, and quality data to help managers identify key issues.

Support colleagues in consistently handling and resolving complaints and concerns, whilst logging complaints and feedback accurately, ensuring regulatory deadlines are met.

Monitor social media and web reviews for potential complaints and manage them according to policy.

Promote patient safety and collaborate with managers to improve care quality and customer service.

Use insights from complaints and surveys to suggest process improvements and share findings with stakeholders.

Follow up with staff to ensure corrective actions are implemented.

Any other duties required

A successful candidate will have/be:

Previous experience in a case handling role is required.

Excellent communication skills, both verbal and written.

Proactive and positive mindset, with a solution-oriented approach to challenges.

Ability to work well under pressure and handle multiple tasks simultaneously.

Proficient using Microsoft Office

Strong problem-solving and decision-making skills.

Comfortable working in a fast-paced environment, adept at prioritizing tasks and managing multiple responsibilities simultaneously.

Detail-oriented with a focus on accuracy.

Strong proficiency in using CRM systems and Microsoft Excel.

A Collaborative team player with the ability to work independently when required.

If you are passionate about Client Experience and thrive in a values-driven workplace, APPLY NOW!

This role is being handled by Jasmine King, Business Support Consultant for Pearson Whiffin Recruitment. 

Not quite the right role but still looking? 

Whether you are entry or Executive level, our team of experienced Recruitment specialists can help you with your career. We are Kent’s leading independent consultancy and pride ourselves on delivering an exceptional service to both candidates and clients. 

Find us on Facebook @PearsonWhiffinRecruitment and Instagram @PearsonWhiffinRecruitment. 

By working with us, you will be helping support charities across Kent; we have raised over £50,000 so far