Complaints Specialist
Department: Operations Reports
To: Complaints Team Leader
Location: LS11 8JT
About the Role
We are looking for a proactive and empathetic Complaints Handler to join our Operations team. In this role, you will be responsible for managing patient complaints from initial escalation through to resolution, ensuring every case is handled fairly, professionally, and in line with regulatory requirements.
As a key member of the Complaints team, you will handle complaints in line with our complaints policy, investigate concerns, correctly categorise and identify root causes, and work collaboratively with internal teams and Clinical Partners to achieve positive outcomes for both patients and the business. Your ability to communicate effectively, build trust, and resolve complex situations will play an important role in maintaining patient confidence and protecting the YDS Group brands.
Key Responsibilities
- Manage patient complaints received via phone, email, and CRM systems, taking ownership of cases through to conclusion.
- Take full accountability for managing your own complaint workload, effectively prioritising cases, maintaining progress across multiple investigations, and ensuring timely, high-quality resolutions in line with business and regulatory standards.
- Conduct thorough and impartial investigations by gathering information from patients, internal stakeholders, and Clinical Partners.
- Deliver clear, fair, and timely complaint outcomes that align with company policy and regulatory requirements.
- Maintain accurate and comprehensive records within HubSpot, Dentally, and other internal systems.
- Escalate complex, high-risk, legal, Section 75, or Financial Ombudsman Service (FOS) cases to the Complaints Team Leader where appropriate.
- Work closely with Patient Success, Patient Resolutions, Dental Partnerships, and Clinical Partners to support effective case resolution.
- Monitor and respond to online reviews and patient feedback in accordance with brand guidelines.
- Ensure complaint cases are updated accurately to support reporting, performance monitoring, and regulatory compliance.
- Identify recurring complaint trends and provide feedback to support service improvements and preventative actions.
- Adhere to all internal policies, complaint handling procedures, and relevant regulatory frameworks, including FCA and CQC requirements.
- Act as a voice of the patient by sharing insights that help improve service delivery and patient experience.
Skills & Experience
Essential
- Minimum 1 year of experience in complaints handling, customer resolution, customer service, or a patient-facing role.
- Strong verbal and written communication skills with the ability to explain complex issues clearly and professionally.
- Experience managing sensitive or challenging conversations with empathy and confidence.
- Excellent organisational skills and the ability to manage multiple cases simultaneously.
- Strong attention to detail and ability to follow structured processes and regulatory requirements.
Desirable
- Experience within dental, healthcare, medical, or regulated service environments.
- Knowledge of FCA complaint handling requirements and dispute resolution processes.
- Experience using CRM or case management systems such as HubSpot or Dentally.
- Familiarity with Trustpilot or other online review platforms.
- Understanding of dental or orthodontic treatment journeys.
Personal Attributes
- Empathetic and patient-focused.
- Calm and professional under pressure.
- Acts with honesty and integrity
- Investigative and analytical in approach.
- Accountable and reliable, with strong ownership of outcomes.
- Solutions-oriented with strong problem-solving skills.
- Collaborative and supportive team player.
- Committed to delivering excellent patient experiences.
Pay: Up to £32,000.00 per year
Work Location: In person
