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Role Purpose:

To log and respond to feedback and complaints concerning Nutricia products from Healthcare Professionals, Patients and Carers by telephone, email and letter in line with agreed KPIs. Report customer feedback trends to the business and drive improvements with out products and services

Please note, this is a 6 month fixed term contract.

Key Activities:

• Provide an excellent customer experience by offering reassurance, information on products and services and responding to complaints in an empathetic, enthusiastic and friendly manner.
• Prioritising Skills – Being able to prioritise your workload ensure all KPIs are consistently achieved and being able to react to any urgent quality challenges.
• Manage all escalations & initiate investigations: Respond quickly to highly emotive highly complex complaints to mitigate potential crisis activity. E.g. Patient safety incidents, data incidents, food safety issues.
• Handling and sending of complaint samples for return to factories for investigation.
• Ensure all patient / customer contact records are accurate and up to date.
• Respond to all contacts in line with agreed KPIs (internal & external NHS contracts).
• Trend monitoring: Contribute data, feedback, trends and analysis to monthly summary report to develop improvement products and services working together with all areas of the business.
• Continuous improvement: identifying opportunities with ways of working to drive efficiencies with ways of working, data collection and customer service.