Client Experience Administrator (JOB-315474)
Location: Canterbury, England Sector: Social Care Salary: £23,400.00 to £25,350.00 per annum About Us Psicon is a specialist neurodevelopmental service working collaboratively with various NHS trusts to provide autism and ADHD assessments. We are an independent organisation, but most of our work is for the NHS, whom we are proud to support. Psicon is committed to offering the best psychological support and healthcare available. We take an innovative approach to the delivery of our services and ensure that they are of the highest standards in the industry. About the Role As the Client Experience Administrator, you will play a key role in ensuring the smooth and efficient handling of administrative tasks related to complaints, client feedback, and service improvement initiatives. You will provide vital support to the Client Experience Lead and other stakeholders by maintaining records, coordinating communications, and assisting in the investigation process. Your strong organizational skills and attention to detail will help improve overall client experience operations. Principal duties and responsibilities will include but are not limited to: Answering telephone calls and responding to email enquiries. Providing a knowledgeable and friendly service to our clients. Assisting in the administration of complaint investigations, ensuring accurate record-keeping and timely documentation of key findings. Ensuring that the highest level of customer service is provided to every individual you have contact with in the role, in line with Psicon’s organisational goals. Completing detailed and accurate records of every client contact. Effectively managing situations where conflict may arise. Escalating more complex enquiries calls to the appropriate colleague. Accurately and efficiently uploading documentation to the online patient management system. Liaising with GPs/other services and professionals where relevant via telephone and email. Accurately inputting data to excel spreadsheets as required. Reporting feedback or incidents to quality management. Working towards meeting KPIs which may vary depending on area of work. Supporting operations staff to carry out audits against KPIs. What We’re Looking For: Experience of working within a customer-focused administration role. Excellent interpersonal & judgment skills. Experience of working to KPI targets and tight deadlines whilst balancing competing priorities within a busy environment. Ability to work under pressure whilst maintaining a calm professional demeanour. Committed to providing the best quality service and achieving the highest standards of client care. Outstanding communication skills and the ability to communicate with diverse groups of individuals. Able to establish and maintain productive professional relationships with colleagues. Working at Psicon We value our employees as an integral part of our service delivery and believe in recruiting and investing in the best employees. We pride ourselves in providing our employees with the opportunities and resources to achieve their potential. We are keen to provide a vibrant, fun yet challenging working environment for our team who share in our core values of trust, integrity, commitment, and kindness and work collaboratively to achieve our company goals of: The best possible customer service The most efficient and effective clinical work A thriving and engaged workforce A truly inclusive organisation. Benefits include: Enhanced annual leave of 32 days a year (inclusive of bank holidays). Flexible annual leave scheme providing the ability to buy or sell back additional days. Well-being days. Pension scheme (with the option of enhancing via salary sacrifice). Cycle to work scheme. Birthday lie in. Free breakfast, including 'pastry Mondays'. Funded social events. Staff well-being bursary scheme. Please note that Psicon is committed to ensuring 'safer recruitment' and therefore the successful candidate will be required to undertake a standard check with the Disclosure and Barring Service (DBS), the cost of which will be met by the Company. Psicon is committed to adhering to the Equality Act (2010) and provides equal opportunities to all applicants, staff, and clients.
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Location: Canterbury, England Sector: Social Care Salary: £23,400.00 to £25,350.00 per annum About Us Psicon is a specialist neurodevelopmental service working collaboratively with various NHS trusts to provide autism and ADHD assessments. We are an independent organisation, but most of our work is for the NHS, whom we are proud to support. Psicon is committed to offering the best psychological support and healthcare available. We take an innovative approach to the delivery of our services and ensure that they are of the highest standards in the industry. About the Role As the Client Experience Administrator, you will play a key role in ensuring the smooth and efficient handling of administrative tasks related to complaints, client feedback, and service improvement initiatives. You will provide vital support to the Client Experience Lead and other stakeholders by maintaining records, coordinating communications, and assisting in the investigation process. Your strong organizational skills and attention to detail will help improve overall client experience operations. Principal duties and responsibilities will include but are not limited to: Answering telephone calls and responding to email enquiries. Providing a knowledgeable and friendly service to our clients. Assisting in the administration of complaint investigations, ensuring accurate record-keeping and timely documentation of key findings. Ensuring that the highest level of customer service is provided to every individual you have contact with in the role, in line with Psicon’s organisational goals. Completing detailed and accurate records of every client contact. Effectively managing situations where conflict may arise. Escalating more complex enquiries calls to the appropriate colleague. Accurately and efficiently uploading documentation to the online patient management system. Liaising with GPs/other services and professionals where relevant via telephone and email. Accurately inputting data to excel spreadsheets as required. Reporting feedback or incidents to quality management. Working towards meeting KPIs which may vary depending on area of work. Supporting operations staff to carry out audits against KPIs. What We’re Looking For: Experience of working within a customer-focused administration role. Excellent interpersonal & judgment skills. Experience of working to KPI targets and tight deadlines whilst balancing competing priorities within a busy environment. Ability to work under pressure whilst maintaining a calm professional demeanour. Committed to providing the best quality service and achieving the highest standards of client care. Outstanding communication skills and the ability to communicate with diverse groups of individuals. Able to establish and maintain productive professional relationships with colleagues. Working at Psicon We value our employees as an integral part of our service delivery and believe in recruiting and investing in the best employees. We pride ourselves in providing our employees with the opportunities and resources to achieve their potential. We are keen to provide a vibrant, fun yet challenging working environment for our team who share in our core values of trust, integrity, commitment, and kindness and work collaboratively to achieve our company goals of: The best possible customer service The most efficient and effective clinical work A thriving and engaged workforce A truly inclusive organisation. Benefits include: Enhanced annual leave of 32 days a year (inclusive of bank holidays). Flexible annual leave scheme providing the ability to buy or sell back additional days. Well-being days. Pension scheme (with the option of enhancing via salary sacrifice). Cycle to work scheme. Birthday lie in. Free breakfast, including 'pastry Mondays'. Funded social events. Staff well-being bursary scheme. Please note that Psicon is committed to ensuring 'safer recruitment' and therefore the successful candidate will be required to undertake a standard check with the Disclosure and Barring Service (DBS), the cost of which will be met by the Company. Psicon is committed to adhering to the Equality Act (2010) and provides equal opportunities to all applicants, staff, and clients.
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