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Complaints Resolution Lead in Birmingham at SK:N Clinics

Date Posted: 9/6/2018

Job Snapshot

Job Description

We’re changing lives – what are you doing?

Complaints Resolution Lead

Edgbaston Village, Birmingham B15 3AA

Up to £30,000 + Bonus + Pension + 25 Days Annual Leave + Staff Discounts

A little bit about us

Treating over 25,000 clients each month through a nationwide network of 49 clinics, sk:n is the UK’s largest provider of advanced skin treatments. We have a truly recognisable brand which has been carefully built over 25 years on the foundations of efficacy, knowledge and trust. Simply put, our aim is to give people greater self-confidence through better skin. Whether we’re getting rid of unwanted facial hair, treating acne, removing blemishes or reducing the signs of ageing, we change lives every day and it’s something we’re extremely passionate about. It’s an exciting time, we're expanding our clinic network throughout the UK and aim to have 55 sites by the end of 2018.

The Opportunity

We are now recruiting for a Complaints Resolution Lead to ensure that when a client isn’t happy with our service, we do our utmost to resolve their compliant as quickly as possible.  Based in the up and coming Edgbaston Village district of Central Birmingham and reporting to the Director of Medical Services, the Complaints Resolution Lead will be responsible for:

  • Monitoring 360 client feedback and complaints daily
  • Liaising with clinic teams to investigate and respond to legal cases
  • Interacting with Solicitors and Insurers on legal cases
  • Liaising with Independent Sector Complaints Adjudication Service on Stage 2 Complaints
  • Making accruals for any refunds or legal costs
  • Training and supporting Clinic Managers in the handling of complaints ensuring that best practice is followed in order to mitigate legal claims.
  • Reporting monthly to board on outstanding complaints and action points
  • Monitoring incidents to make sure they don’t move to complaint stage
  • Maintain accurate records of all complaints and legal cases.
  • This role will also provide ad-hoc administrative support to the Facilities Manager and New Clinics Director.

Job Requirements

What we’ll be looking for in you?

  • A minimum of 3 years’ experience in a similar role, ideally within the healthcare sector.
  • Legal Degree or experience of dealing directly with solicitors to reach mutually agreeable terms is desirable
  • Highly proficient in Microsoft Office, Word, Excel, PowerPoint.
  • Past experience of producing accurate official documentation with attention to detail and use of version control.
  • Positive can do attitude and a pragmatic approach to solving problems.
  • Ability to multi task and prioritise work streams in line with business needs.
  • Confident with ability to influence the behavior and actions of others
  • Excellent Communication skills both verbal and written

Why apply?

This an excellent opportunity to join a rapidly expanding industry leader with genuine opportunities for personal development and career progression.   Above all, we’re confident you’ll love working within our business, because you’ll be changing lives too!

We are not using recruitment agencies to fill this role.