• Complaints & Reviews
• • Receive, log, and coordinate responses to patient complaints in line with company policy and regulatory requirements.
• • Draft clear, empathetic, and professional written responses to complaints and online reviews.
• • Liaise with internal teams to investigate issues and ensure timely resolution.
• • Monitor public review platforms (e.g., Google Reviews, Trustpilot) and ensure appropriate, consistent responses.
• • Escalate recurring themes and contribute recommendations for service or process improvements.
• Automation & Engagement
• • Support the development and implementation of automated review collection processes.
• • Work with IT/BI teams to improve feedback capture and reporting systems.
• • Identify opportunities to enhance patient communication touchpoints.
• Registers & Data Accuracy
• • Maintain and update consultant registers to ensure accurate availability, specialty, and clinic information.
• • Coordinate with Consultant Liaison and Practice Management teams to reflect changes promptly.
• • Audit data regularly for completeness and accuracy.
• Analysis, Reporting & Corrective Actions
• • Track complaint and review data to identify common themes and areas for improvement.
• • Produce monthly summary reports highlighting trends, risk areas, and recommendations for corrective actions.
• • Collaborate with Quality Assurance, Learning & Development, and operational teams to embed lessons learned into training, SOPs, and service improvements.
• • Work with leadership to prioritise corrective actions and follow through on their implementation.

Skills & Competencies

• Strong written and verbal communication, with ability to adapt tone for sensitive complaint handling.

• High attention to detail with a proactive approach to data accuracy.

• Analytical mindset with ability to interpret feedback trends and propose corrective actions.

• Strong organisational skills, able to manage multiple priorities.

• Collaborative, with ability to engage across departments and senior stakeholders.

• IT literate; confident using CRM systems, spreadsheets, and online review platforms.

Experience & Qualifications

• Previous experience in customer relations, complaints handling, or patient experience roles (healthcare sector desirable).

• Experience maintaining and auditing registers or databases.

• Familiarity with online review management and public engagement.

• Background in service delivery, operations, or quality improvement is an advantage.

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