Company DescriptionBased in Ipswich but with roles through the UK, IPRS Health is one of the UK's leading providers of physiotherapy, mental health and wellbeing services, to the Occupational Health, Insurance and Legal sectors. IPRS Health are a forward-thinking organization, utilizing the latest in digital innovations to provide first-class clinical services to their patients.We are seeking a Complaints Co-Ordinator on a fixed term 6 month contract who will play a key role in IPRS Health's provision of a robust and responsive complaints service.PositionWe are seeking a Complaints Co-Ordinator on a fixed term 6 month contract who will play a key role in IPRS Health's provision of a robust and responsive complaints service. The successful applicant will be responsible for supporting the Senior Complaints Officer in the development, implementation and maintenance of the IPRS Health Complaints Policy, including meeting deadlines and KPI's. They will work directly with patients to provide information and facilitate the prompt resolution of complaints. You will liaise with patients, clients and colleagues involved in complaints, involving them in the investigation process and ensuring they are kept well informed.The successful applicant will:Provide administrative support to the Senior Complaints Officer in the management of complaintsMaintain an accurate system for managing complaints, to include taking Job Description telephone queries and escalating to the Senior Complaints Officer as appropriate.Receive and accurately log new complaints and concerns received by telephone, letter and email, in a timely manner and in line with IPRS Health requirements.Prepare and maintain complaint files, to include accurate recording of information.Prepare acknowledgement responses, including seeking appropriate consent, ensuring these are processed in accordance with timescales.Ensure complaints are shared with appropriate staff to enable a full investigation to take place.Follow up investigation responses, in line with agreed deadlines, ensuring all information required to answer the complaint is available prior to the final deadline.Inform the Senior Complaints Officer of any known delays in the process.Provide administrative support for meetings as requested, including recording notes of such meetings and dissemination to all parties.Ensure any complaints that are identified as high risk are escalated to the Senior Complaints Officer.Review, develop and maintain the complaints database/logsProvide specific administrative support to the Quality and Clinical Governance team

• To be an integral part of the remote working Quality and Clinical Governance teamRequirementsPERSON SPECIFICATION QUALIFICATIONS AND TRAINING:NVQ Level 2/3 in Business Administration or Customer Service; or4 GCSE/O level passes A-C or equivalent, including English and Maths.EXPERIENCE AND KNOWLEDGE: (D - desirable, E - essential)Customer service
experience (D)Complaints handling experience (D)Strong working knowledge of MS Office/Office365 Suite (E)Working with and maintaining Excel spreadsheets (E)Experience in complaints handling (D)Note taking, organising, sending emails, letters, and reports (E)Excellent communication skills, written and verbal (E)Working effectively as part of a remote team (E)SKILLS AND ABILITIES:Be honest, open and truthful in all your dealingsAnalytical mind with excellent attention to detailAttention to detail and the ability to record information accuratelyExcellent time management skills with the ability to work to KPIs and deadlinesAbility to communicate effectively with internal and external customers, such as patientsFlexible team worker with a positive attitudeEffective and efficient remote workingOther informationSalary: £26,000per annumHours: Monday - Friday 40 hours per weekLocation: Remote workingTerm: This is a fixed term contract for 6 months
• Full job description
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