At a Glance
- Tasks: Manage patient complaints and provide excellent customer service in a busy healthcare setting.
- Company: Join an NHS organisation dedicated to improving public and patient experience.
- Benefits: Earn £17.09 per hour with hybrid working and professional development opportunities.
- Other info: Work in a supportive team environment with opportunities for growth.
- Why this job: Be the first point of contact for patients and make a real difference in their experience.
- Qualifications: Experience in healthcare administration or customer service, with strong communication skills.
The predicted salary is between 17.09 - 17.09 £ per hour.
Complaints Administrator
Rate
£17.09 per hour (Umbrella)
Location
Reading, Berkshire
Working Pattern
- Hybrid, with attendance in the Reading office once per week (non negotiable)
- An NHS organisation is seeking a
Complaints Administrator to join its Public and Patient Experience team.
This is an excellent opportunity for an experienced administrator or customer service professional to support the management of patient complaints and concerns within a busy healthcare environment.
As the first point of contact for the team, you will act as the "front door" for incoming enquiries, providing a professional and responsive service via telephone and email while ensuring complaints are handled efficiently and in line with procedures.
Key Responsibilities
- Act as the first point of contact for complaints and enquiries received by telephone and email.
- Log all complaint-related activity accurately on the Blueteq system.
- Acknowledge all new complaints within three working days using established templates.
- Ensure patient consent is obtained before progressing complaints.
- Escalate cases to senior team members once consent has been received.
- Close cases appropriately where consent is not obtained.
- Maintain accurate records and ensure all communications are documented.
- Support the wider complaints team with general administrative duties.
- Attend the Reading office once per week to process and scan incoming post.
- Candidate Profile
The successful candidate will have
- Previous experience within NHS complaints, patient experience, healthcare administration, or a customer service environment.
- Excellent communication skills and confidence dealing with the public via email and telephone.
- Strong organisational skills and attention to detail.
- Experience managing sensitive or confidential information.
- Good IT skills and the ability to work with case management systems and Microsoft Office applications.
- The ability to work independently while contributing to a supportive team environment.
This role would particularly suit candidates with experience in NHS complaints handling, patient services, customer relations, financial services customer support, or other administrative roles involving sensitive case management.
Complaints Administrator in Reading employer: Venn Group Careers
Join a prestigious trade union in London, where your expertise as an Employment Solicitor will directly contribute to advocating for workers' rights. With a strong commitment to employee development and a collaborative work culture, this role offers competitive pay and the opportunity to make a meaningful impact in the community. Enjoy the benefits of working in a supportive environment that values your contributions and fosters professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Administrator in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Venn Group Careers. 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 Venn Group Careers 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 Complaints Administrator in Reading
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 Venn Group Careers:Your cover letter is your chance to shine! Tell us why you want to work at Venn Group Careers 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 Venn Group Careers!
How to prepare for a job interview at Venn Group Careers
✨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.
