Job Description

Complaints Handler

At Personal Homecare Pharmacy, we take pride in placing our customers at the heart of all we do. We are a busy homecare pharmacy, with over 15 years experience in providing homecare medication. Working collaboratively with the NHS and private clinics nationally, we are dedicated to making our customer experience a focal point. We are passionate about what we do, and we thrive to provide an exceptional service unequalled by no other. With our incredible team players, we aim to be the gold standard in homecare services.

The Role

As a

Complaints Handler

, you will be the first point of contact for patient complaints, ensuring they are resolved quickly, fairly, and in line with regulatory requirements. You will work closely with internal teams to investigate concerns, communicate outcomes effectively, and identify opportunities to improve our service. Your role will be vital in maintaining patient trust and ensuring continuous service improvement.

Key Responsibilities:

Handle patient complaints and concerns in a professional, compassionate, and timely manner. Investigate complaints thoroughly, liaising with internal teams to gather necessary information. Ensure all complaints are resolved in accordance with company policies, industry regulations, and best practices. Maintain accurate records of complaints, resolutions, and trends, identifying areas for improvement. Provide clear, well-structured responses to patients in writing and over the phone. Work collaboratively with pharmacy, customer service, and operational teams to address issues at the root cause. Ensure compliance with healthcare regulations, GDPR, and customer service standards. Contribute to process improvements by identifying recurring issues and recommending solutions. Support training initiatives to help prevent common complaints and improve patient experience. Prepare reports on complaints data and trends for senior management review.

About You

We are looking for a detail-oriented, patient-focused individual with:

Experience in Complaints Handling

Previous experience in a complaints, customer service, or patient liaison role, ideally within healthcare, pharmacy, or a regulated industry.

Strong Communication Skills

Excellent verbal and written communication skills with the ability to manage difficult conversations with empathy and professionalism.

Problem-Solving Mindset

A proactive approach to identifying solutions and resolving complaints effectively.

Attention to Detail

Strong organisational skills to ensure accurate record-keeping and compliance with procedures.

Resilience & Emotional Intelligence

The ability to handle sensitive situations with patience and diplomacy.

Regulatory Awareness

Knowledge of NHS, healthcare, pharmacy, or patient rights regulations (desirable but not essential).

Rewards:

A rewarding role in a growing healthcare organisation. Competitive salary up to 34k dependent on experience. Opportunities for professional development and career progression. A supportive and collaborative working environment. Generous holiday allowance Pension scheme Excellent development opportunities NHS discount scheme Private medical Insurance Dental Cover Volunteer days off * Birthday Leave