Job Description

Job Title: Customer Experience Complaints Lead
Department: Customer Experience - Service
Reports To: Head of Technical Operations
Location: Cardiff/Hybrid working
Overview:
Henry Schein UK Holdings Ltd is the largest distributor of healthcare products and services to office-based practitioners in the combined North American and European Markets.

Customers include dental practices and laboratories, physician practices, and animal health clinics, as well as government and other institutions.

We are looking for an experienced Customer Experience Complaint Lead to manage and resolve high-level customer complaints while driving continuous improvement initiatives. In this role, you will handle escalated and complex complaints, ensuring a fair, timely, and customer-focused resolution. You will also be responsible for identifying root causes of complaints, producing detailed reports, and working cross-functionally to improve processes and customer experience.
Job Responsibilities:
The role holder will be expected to be responsible for the following:
Complaint Management & ResolutionHandle and resolve escalated, high-level, and complex customer complaints across multiple channels including Inbound, email and NPS detractor responses. Investigate complaints thoroughly, gathering evidence and liaising with relevant departments to ensure appropriate resolutions. Ensure all complaints are managed in line with regulatory requirements, company policies, and service level agreements (SLAs). Provide clear, professional, and empathetic communication to customers throughout the complaint process. Identify opportunities to recover customer relationships and restore brand trust.

Root Cause Analysis & Continuous ImprovementConduct in-depth root cause analysis on complaints to identify recurring issues and underlying problems. Produce regular reports on complaint trends, customer pain points, and process inefficiencies. Work collaboratively with internal stakeholders (Customer Service, Product, Operations, Compliance, etc.) to drive systemic improvements and prevent future complaints. Recommend and implement process changes to enhance overall customer experience. Monitor complaint resolution effectiveness and track the impact of improvements over time.

Compliance & ReportingEnsure complaint handling processes comply with industry regulations and company standards. Maintain accurate records of complaints, resolutions, and corrective actions taken. Provide insights and recommendations to senior leadership based on data-driven complaint analysis. Support the training and development of frontline teams to enhance their complaint-handling capabilities.

Job Skills & Experience Required:
To succeed in this role, you'll need the following:
Person Specification:
We believe the type of person best suited to this role will be:Proven experience in complaint handling, customer service, or a customer experience leadership role. Strong analytical skills with the ability to conduct root cause analysis and identify trends. Excellent communication, negotiation, and problem-solving abilities. Ability to remain calm and professional when dealing with sensitive or high-pressure situations. Experience in working with cross-functional teams to drive process improvements. Strong knowledge of relevant regulations and best practices in complaint handling. Proficiency in using CRM systems and complaint tracking tools. Ability to write clear, concise reports and present findings to stakeholders.

Desirable Skills & Experience:Experience in a regulated industry (e.g., financial services, utilities, telecoms, healthcare). Knowledge of customer experience frameworks and methodologies (e.g., NPS, CSAT). Experience in coaching or training teams on complaint resolution best practices.

Personal Attributes:Customer-focused with a strong sense of empathy and fairness. Proactive and solutions-oriented, always looking for ways to improve processes. Highly organised with strong attention to detail. Resilient and able to handle difficult conversations professionally. A collaborative team player who works well across departments. Passionate about delivering a best-in-class customer experience.

Our benefits include:A competitive salary 25 days holiday a year, with ability to buy up to 5 days holiday each year. Life Insurance Cycle to Work scheme. Subsidised gym membership Access to Health & Wellbeing Apps Employee discounts A hybrid, flexible working culture
About Henry Schein:
At Henry Schein, our mission is to provide innovative, integrated health care products and services; and to be trusted advisors and consultants to our customers - enabling them to deliver the best quality patient care and enhance their practice management efficiency and profitability.
We know that our Team Schein Members (TSMs) are integral to bringing our mission to life and our success has been built on the commitment of Team Schein, a highly motivated and diverse group of professionals who are dedicated to meeting the needs of our customers. Every TSM shares a singular focus, fostering an environment that allows each of us to achieve our goals.
Henry Schein offers a diverse range of career opportunities, and we firmly believe that by fostering an environment built on ethics, open communications, mutual benefits, creativity, and recognition of the contributions of all TSMs--at all levels--we can help ensure that our best years are yet to come. As such, we are proud to be an equal opportunities employer and our integrated approach to diversity and inclusion ensures success by cultivating our Culture, recruiting, and retaining diverse Talent, supporting our Marketplace, and continuing our commitment to Society.
As a business we are committed to fulfilling our responsibilities as a Corporate Citizen, and we've been recognised for nine consecutive years by Ethisphere as one of the Worlds Most Ethical Companies.
Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.