Client Relations Officer

About Us

Psicon is a specialist neurodevelopmental service working collaboratively with various NHS trusts to provide autism and ADHD assessments. We are an independent organisation, but most of our work is for the NHS, whom we are proud to support. Psicon is committed to offering the best psychological support and healthcare available. We take an innovative approach to the delivery of our services and ensure that they are of the highest standards in the industry.

About The Role

This role involves managing and resolving client complaints by conducting investigations, drafting formal responses, and supporting service improvements. It requires strong case management, communication, and collaboration skills to enhance patient experience and ensure high quality care.

Principle duties and responsibilities will include but not limited to:

• Responsible for investigating complaints and concerns to determine what happened, how to put the matter right, what should be put in place to prevent future recurrence and whether the complaint/concern should be upheld or not.
• Responsible for composing formal responses which clearly explain that you have comprehended the complaint/concern, the nature of the investigation that has taken place, the consequences that will follow, and the procedures for escalating the complaint should the response be unsatisfactory.
• To champion patient safety, experience and collaborate with leads and managers to improve quality of care and aim to achieve the organisation’s goal of ‘best possible customer service’.
• Deputising for the Quality Assurance & Improvement Lead with day-to-day client experience and complaint tasks, projects, and other ad hoc administrative tasks.
• Responsible for monitoring the Feedback inbox and responding to emails within a timely manner following the department's standard operating procedures.
  
  

Person Specification

• Case management/handling experience is imperative.
• Excellent customer service skills with the ability to listen to feedback and use skills to de-escalate and/or resolve difficult situations.
• Excellent letter writing skills, including a good grasp of English grammar with GCSE in English Language at grade A or above (or equivalent).
• Ability to handle challenging situations from clients who may use aggressive/forthright language when expressing their concerns.
• Previous experience of working in a similar healthcare role would be desirable.
• Complaints handling and investigation experience or qualification would be desirable.
  
  

Working at Psicon

We value our employees as an integral part of our service delivery and believe in recruiting and investing in the best employees. We pride ourselves in providing our employees with the opportunities and resources to achieve their potential. We are keen to provide a vibrant, fun yet challenging working environment for our team who share in our core values of trust, integrity, commitment and kindness and work collaboratively to achieve our company goals of;

• The best possible customer service.
• The most efficient and effective clinical work.
• A thriving and engaged workforce.
• A truly inclusive organisation.
  
  

Benefits Include

• Enhanced annual leave of 32 days a year (inclusive of bank holidays).
• Flexible annual leave scheme providing the ability to buy or sell back additional days.
• Well-being days.
• Pension scheme (with the option of enhancing via salary sacrifice).
• Cycle to work scheme.
• Birthday lie in.
• Free breakfast, including 'pastry Mondays'.
• Funded social events.
• Staff well-being bursary scheme.
  
  

Additional Information / Contacting Us

• For further information please email [email protected] or call the Psicon Recruitment Team on 01227 202155 for more information.
• Should you wish to discuss any reasonable adjustments or assistance you might need in the application or interview process, please contact our Recruitment Team and we will do our best to support you.
• Please note, Psicon operate a ‘safer recruitment’ policy and will require candidates to undergo full referencing (covering a 3-year period), an enhanced DBS check, provide evidence of up-to-date mandatory training, the right to live and work in the UK.