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- Tasks: Manage client complaints, conduct investigations, and draft formal responses to enhance patient experience.
- Company: Psicon is a leading neurodevelopmental service supporting NHS trusts with autism and ADHD assessments.
- Benefits: Enjoy 32 days of annual leave, flexible working options, well-being days, and fun social events.
- Why this job: Join a vibrant team dedicated to patient safety and quality care in a supportive environment.
- Qualifications: Strong case management skills, excellent customer service, and GCSE in English Language at grade A or above.
- Other info: Full-time entry-level position with opportunities for growth and a commitment to employee well-being.
The predicted salary is between 24000 - 36000 Ā£ per year.
2 days ago Be among the first 25 applicants
This range is provided by Psicon Ltd. Your actual pay will be based on your skills and experience ā talk with your recruiter to learn more.
Base pay range
Quality Management
Hybrid
Employed
37.5
Canterbury
CT1 2XJ
About Us
Psicon is a specialist neurodevelopmental service working collaboratively with various NHS trusts to provide autism and ADHD assessments. We are an independent organisation, but most of our work is for the NHS, whom we are proud to support. Psicon is committed to offering the best psychological support and healthcare available. We take an innovative approach to the delivery of our services and ensure that they are of the highest standards in the industry.
About The Role
This role involves managing and resolving client complaints by conducting investigations, drafting formal responses, and supporting service improvements. It requires strong case management, communication, and collaboration skills to enhance patient experience and ensure high quality care.
Principle duties and responsibilities will include but not limited to:
- Responsible for investigating complaints and concerns to determine what happened, how to put the matter right, what should be put in place to prevent future recurrence and whether the complaint/concern should be upheld or not.
- Responsible for composing formal responses which clearly explain that you have comprehended the complaint/concern, the nature of the investigation that has taken place, the consequences that will follow, and the procedures for escalating the complaint should the response be unsatisfactory.
- To champion patient safety, experience and collaborate with leads and managers to improve quality of care and aim to achieve the organisationās goal of ābest possible customer serviceā.
- Deputising for the Quality Assurance & Improvement Lead with day-to-day client experience and complaint tasks, projects, and other ad hoc administrative tasks.
- Responsible for monitoring the Feedback inbox and responding to emails within a timely manner following the department\’s standard operating procedures.
Person Specification
- Case management/handling experience is imperative.
- Excellent customer service skills with the ability to listen to feedback and use skills to de-escalate and/or resolve difficult situations.
- Excellent letter writing skills, including a good grasp of English grammar with GCSE in English Language at grade A or above (or equivalent).
- Ability to handle challenging situations from clients who may use aggressive/forthright language when expressing their concerns.
- Previous experience of working in a similar healthcare role would be desirable.
- Complaints handling and investigation experience or qualification would be desirable.
Working at Psicon
We value our employees as an integral part of our service delivery and believe in recruiting and investing in the best employees. We pride ourselves in providing our employees with the opportunities and resources to achieve their potential. We are keen to provide a vibrant, fun yet challenging working environment for our team who share in our core values of trust, integrity, commitment and kindness and work collaboratively to achieve our company goals of;
- The best possible customer service.
- The most efficient and effective clinical work.
- A thriving and engaged workforce.
- A truly inclusive organisation.
Benefits Include
- Enhanced annual leave of 32 days a year (inclusive of bank holidays).
- Flexible annual leave scheme providing the ability to buy or sell back additional days.
- Well-being days.
- Pension scheme (with the option of enhancing via salary sacrifice).
- Cycle to work scheme.
- Birthday lie in.
- Free breakfast, including \’pastry Mondays\’.
- Funded social events.
- Staff well-being bursary scheme.
Additional Information / Contacting Us
- For further information please email recruitment@psicon.co.uk or call the Psicon Recruitment Team on 01227 202155 for more information.
- Should you wish to discuss any reasonable adjustments or assistance you might need in the application or interview process, please contact our Recruitment Team and we will do our best to support you.
- Please note, Psicon operate a āsafer recruitmentā policy and will require candidates to undergo full referencing (covering a 3-year period), an enhanced DBS check, provide evidence of up-to-date mandatory training, the right to live and work in the UK.
Seniority level
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Seniority level
Entry level
Employment type
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Employment type
Full-time
Job function
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Industries
Mental Health Care
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Weāre unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Client Relations Officer employer: Psicon Ltd
Contact Detail:
Psicon Ltd Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land Client Relations Officer
āØTip Number 1
Familiarise yourself with the principles of effective complaint handling. Understanding how to investigate complaints and draft formal responses will give you a significant edge in the interview process.
āØTip Number 2
Brush up on your communication skills, especially in de-escalating difficult situations. Practising role-play scenarios can help you feel more confident when discussing your approach during interviews.
āØTip Number 3
Research Psicon's values and recent initiatives in patient care. Being able to discuss how your personal values align with theirs will demonstrate your commitment to their mission.
āØTip Number 4
Network with current or former employees of Psicon if possible. They can provide valuable insights into the company culture and expectations, which can be beneficial for your interview preparation.
We think you need these skills to ace Client Relations Officer
Some tips for your application š«”
Understand the Role: Read the job description carefully to grasp the key responsibilities and skills required for the Client Relations Officer position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Your Communication Skills: Since excellent letter writing and communication skills are essential, ensure your CV and cover letter are well-written, clear, and free of grammatical errors. Use professional language and structure your documents logically.
Highlight Relevant Experience: Emphasise any previous experience in case management, complaints handling, or customer service roles. Provide specific examples of how you successfully resolved client issues or improved service quality.
Personalise Your Application: Address your cover letter to the hiring manager if possible, and express genuine interest in working for Psicon. Mention their commitment to patient care and how you can contribute to their goals of providing the best possible customer service.
How to prepare for a job interview at Psicon Ltd
āØUnderstand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Client Relations Officer. Familiarise yourself with complaint handling processes and how to improve patient experience, as these will be key topics during your discussion.
āØShowcase Your Communication Skills
Since excellent communication is crucial for this role, prepare examples that demonstrate your ability to handle difficult conversations and resolve conflicts. Be ready to discuss how you've effectively communicated in past roles, especially in challenging situations.
āØPrepare for Scenario Questions
Expect scenario-based questions where you'll need to explain how you would handle specific client complaints or concerns. Think through potential scenarios in advance and outline your approach to investigating and resolving issues.
āØHighlight Your Customer Service Experience
Emphasise any previous experience in customer service or healthcare roles. Be prepared to discuss how youāve contributed to improving service quality and patient satisfaction, as this aligns with Psicon's commitment to providing the best possible customer service.
