Complaints Coordinator

Job Description

Complaints CoordinatorThornbury Community Services (part of Acacium Group)Hybrid working - 2 days WFH and 3 daysHighridge - Bristol Office (BS99 6ZZ)Salary: £22,000 + 5% annual bonusrising to £24,000 after probationFull time, Permanent Unlock your potential:We have an exciting opportunity to join our Community Quality and Governance Team who work for the Community Divisions of Acacium Group. Utilising your excellent customer service skills, you will work across Thornbury Community Services, Thornbury CommunityServices LDA and Mental Health and Pulse Nursing at Home to manage incidents, complaint and compliments from point of receipt to resolution. You will be required to liaise with individuals involved in incidents and complaints and work with colleagues fromall departments to identify trends, problem solve and resolve within regulated timeframes.We deliver high quality care is our number one priority. Complex Community Divisions offer the very best in complex care packages for patients in the community and at home. They are able to do this by having dedicated care teams working 24/7 to ensure clientsand patients needs are met but also understood from a personal perspective. With compassion, integrity and dedication, we help empower individuals to achieve personal aspirations, as well as providing care tailored to their needs. Making a positive differenceto our clients lives is our passion and its this that sets us apart.Everyday as ourComplaints Coordinator you will

• Be responsible for coordinating the investigation and evidence gathering,while conducting investigation meetings when required, ensuring formal minutes are obtained and agreed with the interviewee.
• Supporting those involved in an incident or complaint and providing support, updates and outcomes throughout the process
• Identifytrends or patterns in your workload to seewhere change is required in process or within a care package to reduce risk moving forward
• Seek evidence and obtain further information where necessary. Liaise with other parties involved and create witness statements over the telephone.

Whats in it for youIn return for your hard work, we can offer you career development and a range of exciting company benefits including:

• Dedication to developing you and your career- we can give you the tools, guidance and support you need to be successful in your career
• Unlimited learning & development opportunities right at your fingertips- including fully funded qualifications!
• Opportunities to work from home with a hybrid working model
• Pension scheme matching up to 5%
• Gym Flexdiscounted gym memberships which are UK wide!
• Regular team socials including drinks and nights to popular local restaurants.
• Discounts on restaurants, shops, bars and cinemas
• Free flu vaccinations
• Annual company holiday for top performers, this years luck winners will be going to Rio de Janeiro, could this be you

Join us and make a difference!If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is a global healthcare solutions partner offering staffing, managed services and innovative delivery modelsto health and social care systems and the life sciences industry. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence.Join us and play a key part of shaping the future of society and improving peoples lives!To thrive in this role, you must ideally have...

• Previous customer service experience to build rapport and help manage expectations during any interaction
• The ability to manage a database and keep records up to date so good knowledge of Microsoft packages is essential
• Confident communicationand have excellent written and oral skills
• A background in working in a process led environment would be advantageous

Our Inclusion MovementWe are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and activelyencourage applications from all backgrounds and communities.