Client Service Excellence Specialist
7 days ago
About the Position
The Client Experience Lead will be responsible for managing and investigating complaints, ensuring all aspects are addressed thoroughly and sensitively. This role requires strong communication skills, with the ability to manage sensitive situations and advocate for the client's experience. The ideal candidate will have a passion for improving client care and driving positive change within a client-centred framework.
Responsibilities
* Lead investigations into complaints and concerns, ensuring timely resolution and a client-centred approach
* Manage effective stakeholder communication across clinical, operational, and support teams
* Use root cause analysis to uncover underlying issues and implement strategic solutions
* Collect, analyse, and act upon client feedback to drive improvements in service delivery
* Track and measure the success of client experience strategies, making data-driven decisions for continuous improvement
Requirements
To be successful in this role, you will need:
- Extensive experience in complaint management and investigations
- Proven skills in root cause analysis, with a strong focus on delivering sustainable improvements
- Exceptional communication skills, with the ability to manage sensitive situations and advocate for the client's experience
- A passion for improving client care and driving positive change within a client-centred framework
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