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Customer Experience Manager

2 weeks ago

Christchurch, Canterbury, New Zealand Psicon Ltd Full time

About Us
PsiCon is a specialist neurodevelopmental service that works collaboratively with various NHS trusts to provide autism and ADHD assessments. We are an independent organisation, but most of our work is for the NHS, whom we are proud to support. Our goal is to offer the best psychological support and healthcare available.

Our Approach
We take an innovative approach to the delivery of our services, ensuring they meet the highest standards in the industry. We are seeking a Clerk of the Court, who will play a crucial role in enhancing our services by leading investigations into complaints and concerns, managing client feedback, and driving improvements in client experience.

The Role
This position is integral to ensuring that clients' voices are heard, their needs are met, and that we continuously strive to deliver exceptional care. As the Clerk of the Court, you will manage and investigate complaints, ensuring all aspects are addressed thoroughly and sensitively. You'll work across multiple professional disciplines, building strong relationships with service managers, clinical leads, and support teams, ensuring that the client's perspective is always represented.

Key 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