Feedback and Resolutions Specialist
Skills
Continuous ImprovementHealthcareHigh PressureIT EscalationLegal WritingMedical TechnologyScreening
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
- Excellent communication skills with empathy warmth and professionalism
- Ability to stay calm under pressure and handle difficult conversations
- Highly organised with the ability to manage multiple cases priorities and follow-ups
- Proactive solutions-focused and able to take ownership
- Strong judgement and awareness of when escalation or governance input is needed
- Ability to work collaboratively across operational and clinical teams
- Genuine care for patient experience and fair consistent processes
Nice to have
- Healthcare experience
- Mental health experience
- Remote working experience
- High-growth environment experience
Day to day
- Manage a varied caseload of complaints and service recovery cases across NHS and private pathways.
- Investigate concerns by reviewing records timelines call recordings and communication history and work closely with operational and clinical teams to progress resolutions.
- Draft clear empathetic responses manage public-facing reviews and identify recurring issues to support continuous improvement and better patient experience.
Hiring process
- Stage 1 - Introductory screening call
- Stage 2 - Interview
- Short written task or scenario-based exercise may be included