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Complaints Administrator

Location
London
Salary
£13.53 Per Hour
Job Type
Contract
Posted
3 Nov 2021

Please note that this role will mainly be working remote and IT equipement and other equipment will be provided. At the moment staff are only attending the offices 2 days in the month.

The main deliverables of the role are:

Complaints & PALS

  • To monitor the Complaints and PALS enquiries in-box, which receives feedback from patients/clients, their families or carers and members of the public
  • Monitor and respond to the dedicated Complaints & PALS phone line & answerphone.
  • Log all complaints and enquiries received via email, phone or in the post, on the Complaints & PALS database, ensuring any deadlines for response are highlighted.
  • Review the log to ensure timescales for response are being met, raising these with the team when deadlines are approaching.
  • Escalate any complaints or enquiries that require urgent attention by raising with the appropriate member of the team.
  • Support the Complaints & PALS team in responding to complaints by preparing case files; undertaking basic research and any other administrative tasks requested.
  • Respond to straightforward emails and calls received, in line with relevant policies, procedures or guidance.
  • Produces reports from the database for the Complaints Manager, extracting relevant information and preparing this so it is suitable for presentation.
  • Explain the Complaints Procedure both verbally and in writing to a range of users, explaining how an individual can access free, independent support from outside the company with making a complaint.
  • Support staff asked to respond to complaints and queries, explaining the process and ensuring they understand their responsibilities, escalating to an appropriate member of the team if needed.
  • Working with all members of the team, ensure that all response to all Complaints and PALS enquiries received are handled compassionately and professionally.
  • To ensure that any conflict or challenging interactions are dealt with in a prompt, calm and constructive manner.
  • Take part in regular Team meetings to report back on complaints/enquiries received.
  • Support the Team in preparing for the introduction of a new database system.

Please note this role pays £13.53 per hour and starts ASAP until the end of March 2022.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

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Details

  • Job Reference: 413666256-2
  • Date Posted: 3 November 2021
  • Recruiter: Adecco
    Adecco
  • Location: London
  • Salary: £13.53 Per Hour
  • Sector: Administration
  • Job Type: Contract