Feedback and Resolutions Specialist
Skills
BusinessContinuous ImprovementHealthcareHigh PressureIT EscalationLegal WritingMedical Technology
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Minimum 4+ years experience in complaints handling escalations service recovery or emotionally sensitive customer or patient situations
- Strong written and verbal communication skills with empathy warmth and professionalism
- Ability to stay calm under pressure and handle distressed frustrated or vulnerable people
- Highly organised and able to manage multiple cases priorities and follow-ups
- Comfortable navigating ambiguity and evolving processes
- Proactive solutions-focused and able to take ownership
- Works collaboratively across operational and clinical teams
- Strong judgement and knows when escalation or governance input is needed
- Genuine focus on patient experience and safe fair consistent processes
Nice to have
- Healthcare experience
- Mental health experience
- Neurodevelopmental experience
- Remote working
- High-growth environment
Day to day
- Manage a varied caseload of complaints concerns and high-emotion situations with calm and compassion.
- Investigate patient issues by reviewing records timelines call recordings and communication history.
- Coordinate with operational teams clinicians and managers to gather information progress cases and draft clear empathetic responses.
Hiring process
- Introductory screening call
- Interview with Head of Client Services and Feedback & Resolutions Team Lead
- Possible short written task or scenario-based exercise