Customer Experience Officer

Bluecrest is a multi-award-winning provider of health assessments to both corporate and consumer sectors. We help people take control of their health risks enabling them to live healthier, happier, and more productive lives. We were founded to fill a gap in the private health screening sector for an affordable, convenient option that meets the highest clinical standards for reporting.

We currently assess around 80,000 customers in over 2000 pop up clinics across the UK and the Republic of Ireland. Bluecrest can assess for a range of different factors including heart disease, ECG, diabetes, cholesterol, vital organ functions as well as some cancers.

Customer Experience Officer

£30,000 per year + various company benefits

UK – Remote

Full time, Permanent

As the Customer Experience Officer, you will have a customer-centric approach and be the voice of our customers. Supporting the Head of Internal Operations with developing the ‘Customer Experience Strategy’ you will be responsible for gathering, understanding and reporting on our customers feedback, both negative and positive.

Managing escalated and serious complaints, you will ensure that each complainant is listened to, understood and communicated with throughout the process whilst learning from experiences, identifying areas for improvement and ultimately providing suggestions for corrective actions to remedy the root cause of complaint.

Responsible for producing statistical data on complaints, feedback and customer experience, you will demonstrate pain points at various stages of customer interaction and enable Bluecrest to become best-in-class by elevating our customers voice.

You will be able to work with minimum supervision, prioritising workload, exercising initiative and a problem solving approach when tackling new areas of work.

What can we offer you?

• Competitive salary of £30,000 per year
• Various routes of progression throughout the business
• Competitive annual leave scheme – which includes bank holidays!
• Matched company pension (up to 5%)
• Four free health assessments per year which can be used by yourself, family or friends
• A further 50% off any additional testing for employees undertaking a health assessment
• Company sick pay scheme
• Employee referral bonus scheme (up to £1,000)
• Vitality Life Insurance – which comes with its own list of benefits including discounts off wearable tech, trainers, gym memberships – spa days! And more.

Job definition*

• Acknowledge, investigate, record, and bring customer complaints to satisfactory, efficient, and cost-effective conclusion, ensuring customers are kept fully informed at all stages of the complaints process.
• Analyse complaints and negotiate the best outcome in every situation.
• Update records and system with all hard and electronic information relating to customer complaints and feedback.
• Undertake root cause analysis of complaints and feedback received, identify any trends and provide quantifiable evidence demonstrating what our customers like and dislike.
• Propose corrective action to senior management team regarding improvements to service based on quantifiable complaints data.
• Lead on a range of projects designed to raise service standards and performance in all aspects of complaints management and customer voice.
• Work with L&D and Management Team to specify training requirements and track outcomes.
• Action complaints escalated by the Management Team and provide feedback upon completion aiming for FCR (First Call Resolution)
• Maintain up-to-date knowledge about best practice in complaints handling, policy and guidance whilst ensuring compliance with regulations and standards of complaints management in line with the company policy, CQC, ISO, and other applicable standards.
• Prepare documentation, actionable data and set up meetings for complaints and feedback review.
• Produce statistical data on complaints received and performance in handling them.
• Liaising with customers via phone, email and letter at various stages of your investigation including the resolution of their complaint.
• Non-conformities – establish the severity level of complaint and identify if non-conformity needs to be raised, track to resolution, lead meetings, conclude, and report trends.
• Promote best practice in customer care by ensuring that feedback is provided to service teams and managers, identifying trends, and learning opportunities from complaints for service development and improvement.
• Manage customer voice ensuring high levels of customer satisfaction measured by feedback, surveys & tools such (NPS, CSAT, Survey Monkey, Trust Piot, Google Reviews).
• Review, create and maintain complaints processes and documentaion and assist L&D team in creation of training materials surrounding complaints.
• Identify root causes through ‘5 whys’ assessments. These are to be completed with all process leaders present (to increase their effectiveness) and documented in the meeting minutes
• Drives Improvement in Customer experience metrics

• The above is not an exhaustive list of duties and responsibilities and the post holder is expected to undertake other duties appropriate to the role as may be reasonably required.

Key Skills and experience

• Customer centricity, with an In-depth knowledge of customer service principles and practices.
• A Customer-first mindset
• Assisted with complaints previously and been involved in resolving and taking responsibility to manage them.
• Ability to communicate effectively with a wide range of individuals including agents, managers, and senior managers.
• Experience working in a previous complaints role
• Excellent verbal and written communication skills.
• Excellent analytical skills and knowledge of Excel.
• Understanding of ISO9001 and GDPR would be beneficial.
• Proficiency in CRM systems.
• Proficiency in all MS Office applications

The post you are applying for is exempt from the provision of Section 4(2) of the Rehabilitation of Offenders Act 1974 (Exceptions) (Amendment) Orders 1975 and 2001 and therefore all convictions, cautions and bind-overs, including those regarded as ‘spent’, must be declared.

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Bluecrest Wellness Ltd is proud to promote equal employment opportunities to all applicants and employees regardless of their race, religion/belief, sex, sexual orientation, marital status, pregnancy, maternity, national origin, ethnic background, disability, or age.