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About the Role
This role involves managing the complaints process, ensuring concerns are handled effectively and using feedback to improve the participant experience. You will collaborate with colleagues and external partners to resolve complaints and drive improvements.
Responsibilities
- Manage the end-to-end complaints process, ensuring concerns and feedback are handled professionally, empathetically and within agreed timescales.
- Investigate complaints thoroughly, gathering and analysing relevant information to identify appropriate resolutions and corrective actions.
- Review and improve complaints management policies, procedures and systems, ensuring they remain effective, consistent and compliant with relevant regulations and ethical guidelines.
- Work collaboratively with internal teams, research partners, suppliers and other stakeholders to resolve complaints and implement improvements.
- Analyse complaints data, identify trends and undertake root cause analysis to understand recurring issues and opportunities for improvement.
- Prepare reports and insights for senior management, relevant committees and supplier governance forums, highlighting complaints trends, risks and recommended actions.
- Maintain accurate records of complaints, investigations and outcomes, ensuring appropriate governance and quality assurance standards are met.
- Support the development of training and guidance to promote best practices in complaints handling and encourage a culture of continuous improvement.
Requirements
- Experience managing complaints, feedback and enquiries from members of the public, including investigating concerns and identifying appropriate resolutions.
- Understanding of governance frameworks, compliance requirements and the importance of maintaining accurate records.
- Strong analytical and problem-solving skills, with the ability to interpret information, identify trends and recommend improvements.
- Excellent written and verbal communication skills, with an empathetic and professional approach to handling sensitive or challenging situations.
- Strong interpersonal and stakeholder management skills, with the ability to collaborate effectively across different teams and levels of an organisation.
- Excellent organisational skills, attention to detail and the ability to manage multiple priorities in a dynamic environment.
- A proactive and solutions-focused approach, with the confidence to work independently and take ownership of processes and improvements.
- Knowledge of the UK clinical research environment, population research or cohort studies would be an advantage, but is not essential.
- Experience in a call centre environment or similar is desirable, but not essential.
Skills
- Complaints management
- Feedback analysis
- Root cause analysis
- Data analysis
- Report preparation
- Stakeholder management
- Problem-solving
- Communication
- Organisational skills
- Attention to detail
Location
- London
- Remote
Work Type
- Flexible working
- Remote working
Experience Level
- Experienced
Salary/Compensations
- £67,000 per annum
Benefits
- Generous Pension Scheme – employer contributions of up to 12%
- 30 Days Holiday + Bank Holidays
- Enhanced Parental Leave
- Cycle to Work Scheme
- Home & Tech Savings
- £1,000 Employee Referral Bonus
- Wellbeing Support – Access to Mental Health First Aiders, 24/7 online GP services and an Employee Assistance Programme
About the Company
- Our Future Health is a charity supported by the UK Government, in partnership with charities and industry, aiming to create a world-leading resource for health research to improve understanding and treatment of common diseases.
- It is the UK's largest ever health research programme, bringing people together to develop new ways to detect, prevent, and treat diseases.
- We work closely with the NHS and with public authorities across all nations and regions of the UK.
Equal Opportunity
- At Our Future Health, we recognise the importance of having a diverse workforce and ensuring that all candidates, regardless of their background, have equitable access to our application process.
- We proactively encourage applicants who identify as having a disability, neurodiversity, or long-term health conditions to let us know if they require any reasonable adjustments as part of their application process.
- If you do require any reasonable adjustments, please email us at talent@ourfuturehealth.org.uk.