AddressThe Patient & Partner Care Officer will be an important part of our team - they will deliver an outstanding Patient & Partner experience with prompt and professional communication, empathy, and service management
Responsibilities:
- Manage inbound complaints / support queries via phone, email, and online channels
- Acknowledge and accurately record customer complaints, provide complaint resolution outcomes
- Gather, collate and investigate enquiries to resolution
- Escalate complex complaints to Senior Team Members
- Provide product information to healthcare professionals & industry partners where appropriate
- Identify and report recurring problems associated with our products, or determine the source of problems and classify their level, and priority.
- Generating correspondence and mail outs
- Contribute to continuous improvement initiatives
- Comply with all privacy and confidentiality legislative obligations, ensuring information integrity is not compromised
Required Skills & Experience:
- Strong communication skills, both verbal and written
- Empathetic nature with excellent interpersonal skills
- Professional, resilient and confident with a customer service delivery focus
- High attention to detail
- Organisational skills with the ability to multi-task and prioritise conflicting deadlines
- Strong computer literacy and proficiency with MS office suite
- Problem solving, curiosity to understand issues, developing creative solutions.
- Teamwork and ability to work effectively with others in cross-functional teams
- Desirable - Certificate, Diploma, or Degree in Healthcare, Business, or Sales
- Desirable - Two or more years’ experience in customer service roles
