Quality Coordinator

    Reporting To: Team Leaders

    Contract Type: Permanent - 37.5 hrs per week, Mon-Fri 9am-5pm

    Closing Date: Tuesday, August 31, 2021

    SUMMARY OF POSITION:

    The Customer Service Quality Coordinator is an ambassador for Dolby Vivisol and will work with patients and their families to address concerns or special needs that may arise during their journey with Dolby Vivisol.

    In addition, the Customer Service Quality Coordinator works directly with various members of the customer service team, Field Operations and the Clinical team to resolve problems or concerns that a patient and/or caregiver/family member may have with the goal of facilitating a positive patient experience during their time with Dolby Vivisol.

    The Customer Service Quality Coordinator acts as an intermediary between Dolby Vivisol and the patient and/or their family to bring about the most effective healthcare treatment and positive homecare experience.

    The Customer Service Quality Coordinator will routinely audit processes and patient communications to ensure compliance with operating standards and excellent customer service.      

     

    PRINCIPAL DUTIES:

     

    1. Establishes a rapport with the patient and family to learn what is most important to them in their healthcare in the home experience and their preferences.
    2. Communicates findings to the appropriate internal and/or external stakeholder groups.
    3. Will manage, coordinate and distribute complaints received to appropriate line managers within the business to investigate.
    4. Will collate all investigation reports and respond to the complainant in the appropriate method of communication in the timeframe set out in the business complaints procedure.
    5. Will ensure all complaints are responded to within the contractual expectations and Key Performance Indicators (KPIs).
    6. Communicate outcomes of complaints with all leaders and managers to ensure lessons are learnt where appropriate.
    7. Ensure that all reflective practice documents are completed where an employee is deemed at fault in a complaint.  This should form part of the outcome and logged alongside the complaint.
    8. Interprets philosophy, policies, procedures, and services to patients and their families as well as visitors to ensure a satisfactory service is provided.
    9. Is responsible for the collation and distribution of commendations as well as complaints to all parties involved.
    10. This role is also responsible for routinely carrying out a call audit process including the review of any call relating to a complaint that is concerning the customer service experience.
    11. The call audit process will follow the relevant policy and all scores would be provided to the Team leaders for feedback to the relevant agent concerned. 
    12. Routine call audits will also be established so regular feedback both positive and negative can be given to all agents. This will be used to assist in personal development planning.

    Additional information

    To be aware of and adhere to:

    • Health and Safety at Work Act
    • Company policies and guidelines
    • Disciplinary/Grievance procedure
    • Fire action policy
    • Infection control policy
    • No smoking policy

    This list is not to be regarded as exclusive or exhaustive as there may be other duties and requirements associated with the post, which you may be called upon to perform from time to time.

    This job description does not constitute a contract of employment and may be amended occasionally to take account of the changing needs of the business.

    PERSON SPECIFICATION

    Customer Service Quality Coordinator

     

     

     

    Contact info

    Registered Office Address:

    Dolby Medical Home
    Respiratory Care Ltd
    North Suite, Lomond Court,
    Castle Business Park, Stirling,
    FK9 4TU

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    Registered in Scotland
    No. 063902

    Gatwick Office Address:

    Dolby Vivisol
    Southpoint, Old Brighton Road,
    Lowfield Heath,
    Gatwick, West Sussex,
    RH11 0PR

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    To find out more about The Vivisol Group and The SOL Group click on the links here: The VIVISOL Group The SOL Group The VIVISOL Group us | The SOL Group