Company Description
PortmanDentex is one of the largest dental groups in the UK.
We value diversity and the unique perspectives our colleagues bring, promoting a culture of collaboration and continuous improvement. With an unwavering commitment to patient care at our core, we focus on delivering exceptional experiences every day.
Job Description
Do you come from a customer service-focused background, with experience of professionally handling complaints? Are you happy to commit to a 9 month fixed term contract? If so, our Complaints Coordinator vacancy could be exactly what you're looking for.
The main focus of your role will be to support with the resolution of complaints, however you'll also have the opportunity to provide high level administrative support across our Safety & Quality and Clinical teams.
Some key aspects of the role will include:
- Working alongside practice colleagues, to review complaints correspondence and responses drafted by practice colleagues
- Responding to complaints received via the central team by telephone, e-mail and website queries
- Ensuring all feedback received is logged appropriately and managed in line with required timescales including formulating acknowledgments and final responses
- Assessing whether complaint investigations have been carried out comprehensively and meet required outcomes and overall quality standards
- Following-up on investigations and overdue responses as part of ensuring that complaints are completed within prescribed timescales.
- Producing regular reports and analysis for the team as well as other stakeholders
Qualifications
We welcome your application if you have the following qualifications and skills:
- Experience in an administration or coordination role, and of handling complaints
- Excellent interpersonal and communication skills and confident managing difficult conversations
- Excellent organisational skills and ability to prioritise workload to maximise results and use of resources
- Be able to engage effectively and confidently with patients, patient representatives, colleagues, clinicians and external bodies when required
- Able to collaborate and build relationships effectively across teams and interact with multiple stakeholders
- A can-do, enabling attitude and comfort with flexibility.
Additional Information
At PortmanDentex, you’ll be part of an inclusive, collaborative team environment where your development and potential are encouraged, and your new ideas and innovative approaches are welcomed.
We offer a hybrid working model that allows you to split your week between working from home, and our support office in Cheltenham. Alternatively, you can work fully remotely - with very occasional travel to attend meetings.
In addition to a competitive salary, our benefits package (which will be on a pro-rata basis) includes:
- 25 days of annual leave plus bank holidays, special days off (such as your birthday), and the opportunity to purchase up to 3 additional annual leave days
- Enhanced maternity and paternity leave
- Life assurance and contributory pension scheme
- Health and Wellbeing benefits, including an expensed dental check-up and hygienist appointment per year, confidential helpline and counselling services, and access to a 24/7 GP service
If you’re ready to make a difference and showcase your skills, apply for our fixed term contract Complaints Coordinator vacancy by submitting your latest CV. Alternatively, please feel free to share this opportunity with your friends or colleagues who may be interested.
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We are an equal opportunity employer and value diversity, equity and inclusion in our workplace. We are committed to creating an environment of mutual respect and are dedicated to providing equal employment opportunities regardless of race, religion or belief, sex, sexual orientation, gender reassignment, pregnancy or maternity, marital or civil partner status, disability, age, or nationality.
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