At a Glance
- Tasks: Manage feedback and complaints to drive service improvement in a national healthcare charity.
- Company: Join a values-driven healthcare charity focused on enhancing user experiences.
- Benefits: Competitive hourly rate, remote work options, and potential for permanent position.
- Other info: Opportunity for career growth and development within a supportive environment.
- Why this job: Make a real impact by improving services and learning from user feedback.
- Qualifications: Experience in managing complaints processes and strong organisational skills.
The predicted salary is between 21.5 - 21.5 £ per hour.
Morgan Hunt are currently working with a national healthcare charity in their search for an interim Feedback & Complaints Officer to join on an initial 2-month temporary assignment. This is an excellent opportunity for an experienced complaints professional to take ownership of an organisation-wide feedback and complaints process, ensuring cases are managed efficiently while helping drive service improvement through effective analysis and organisational learning.
This role will suit someone who can quickly familiarise themselves with established processes, systems and governance frameworks, enabling them to make an immediate impact. You will coordinate the end-to-end management of external feedback and complaints, ensuring each case is acknowledged promptly, allocated to the appropriate service area, progressed within agreed timescales and escalated where necessary.
Working collaboratively with colleagues across a range of operational and corporate teams, you will act as the central point of coordination throughout the complaints process, monitoring progress, maintaining accurate records and ensuring responses are delivered to a consistently high standard. Alongside complaints coordination, you will play an important role in analysing feedback to identify trends, themes and opportunities for organisational learning. You will produce reports and management information that help improve services, strengthen governance and support continuous improvement across the organisation.
Experience undertaking root cause analysis and identifying recurring issues would therefore be highly advantageous. The successful candidate will have previous experience managing end-to-end complaints or feedback processes, ideally within the charity, healthcare, healthcare regulation or wider public sector. You will be highly organised, proactive and able to build positive relationships across a diverse range of stakeholders while managing multiple cases simultaneously.
Key Responsibilities- Coordinate the organisation's end-to-end feedback and complaints process.
- Acknowledge, log and monitor complaints, ensuring accurate records are maintained throughout.
- Allocate cases to the appropriate teams and coordinate responses within agreed deadlines.
- Escalate complex or overdue matters where appropriate.
- Liaise with stakeholders across the organisation to ensure timely and high-quality complaint resolution.
- Monitor compliance with internal processes, governance frameworks and service standards.
- Analyse complaints and feedback to identify trends, recurring themes and opportunities for improvement.
- Produce management information, reports and performance data to support organisational learning.
- Contribute to continuous improvement of complaints processes and feedback systems.
- Support wider quality assurance and governance activities where required.
- Previous experience managing end-to-end complaints or feedback processes.
- Ability to quickly understand and apply organisational processes, policies and governance frameworks.
- Strong organisational skills with the ability to manage multiple cases and competing deadlines.
- Excellent stakeholder management and communication skills.
- Experience maintaining accurate case records and coordinating responses across multiple teams.
- Strong attention to detail and commitment to delivering high-quality customer service.
- Experience analysing complaints data, identifying trends and supporting service improvement.
- Experience conducting root cause analysis and producing management reports would be highly desirable.
- Previous experience within healthcare, healthcare regulation, charities or the wider public sector would be advantageous.
This is an excellent opportunity to join a values-driven organisation where you'll play an important role in improving the experience of service users through effective complaints management and organisational learning. With the opportunity to apply for the permanent position, this assignment also offers the potential for longer-term career development.
Feedback & Complaints Officer in London employer: Morgan Hunt Recruitment
Morgan Hunt is an exceptional employer, offering a dynamic work environment in South East London that prioritises employee growth and development. With a strong focus on hybrid working, our team enjoys a balanced work-life integration while contributing to the vital financial management of the NHS. We foster a culture of collaboration and continuous improvement, ensuring that our employees are equipped with the tools and support they need to excel in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Feedback & Complaints Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Morgan Hunt Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Morgan Hunt Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Feedback & Complaints Officer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Morgan Hunt Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Morgan Hunt Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Morgan Hunt Recruitment!
How to prepare for a job interview at Morgan Hunt Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
