Care and Quality Specialist

at  Bright Horizons Family Solutions

Care and Quality Specialist
Location: Manchester
Hours: Full Time
Model: Remote – Occasional travel to our Manchester office
Salary: £25k

ESSENTIAL EXPERIENCE:

• Experience working within a complaints team.
• Ability to work collaboratively with key stakeholders, with excellent communication and organisation skills and a strong attention to detail.
• Awareness of the role of data to demonstrate impact of root causes to improve performance and results.
• Ability to work independently, prioritise own work and accommodate change according to business needs.
• Outstanding customer service skills.
• Strong Microsoft office skills.

EXPERIENCE DESIRABLE:

• Understanding of the childcare industry.
• Understanding of the eldercare industry.
• Understanding of the employee benefits market.
• Familiar with CRM system.

PURPOSE OF ROLE:

This role would require the successful applicant to manage their own workloads, ensuring all feedback and complaints are handled within required deadlines and regulatory requirements, from receipt to conclusion. Maintain or restore customer confidence that may have been compromised, promptly addressing issues to improve the quality of Bright Horizons processes and procedures. Ensure a fair and clear outcome is reached in accordance with Bright Horizons cultural and organisational principles. Provide relevant, accurate, and timely complaint management information to share across the business, with recommendations for improvement. Promote and embrace a culture of continuous improvement, ensuring learning from complaints and feedback is embedded and changes are made to improve service delivery. Analyse trends and ensure appropriate corrective actions are taken, use Root Cause Analysis to drive change and improvements.

RESPONSIBLE FOR:

• Managing the Voice of the Customer survey process, measure, and report results to management.
• Follow current processes to document and resolve customer issues.
• Ensuring the complaints database is updated and that the information held is accurate through excellent record keeping and attention to detail.
• Working with challenging situations to de-escalate and provide thoughtful resolutions.
• Ensuring escalation routes are always adhered to with any exceptions escalated and reported.
• Sharing any known issues and key information that could affect deliverables or put service levels at risk.
• Document and resolve customer issues and complaints including ongoing interaction with the customer as needed and developing and implementing action plans for resolving the issue.
• Perform analysis on service issues to identify trends and process improvement opportunities.
• Recommend additional training or coaching based on results of analysis.
• Promote quality and quality initiatives throughout the organization by representing quality in task force teams and projects, and through quality sponsored promotions.

BRIGHT HORIZONS ARE COMMITTED TO CREATING INCLUSIVE ENVIRONMENTS WHERE EVERYONE HAS A SENSE OF BELONGING AND HAS THE OPPORTUNITY TO CONTRIBUTE AND THRIVE IN MEANINGFUL AND IMPACTFUL WAYS. WE ARE AN INCLUSIVE EMPLOYER AND WELCOME PEOPLE FROM ALL AGES AND BACKGROUNDS TO APPLY. WE WILL CONSIDER REASONABLE ADJUSTMENTS REQUIRED BY APPLICANTS. PLEASE NOTE, DUE TO OUR SECTOR ALL ROLES ARE SUBJECT TO AN ENHANCED DBS

We look forward to receiving your application!
If you experience any problems, please email europe.recruitment@brighthorizons.com and we will be happy to help