This role sits within the Case Management team at Compass CHC, which provides services to support patients and their families in their fight for entitlement to NHS funding, with a commitment to exceptional value and service.
The Client Success Case Officer is responsible for overseeing the end‑to‑end customer experience within the Client Services Teams, ensuring that clients receive a high‑quality, timely and transparent service in line with Compass CHC’s service description and values.
This role will lead on the management and resolution of complaints, while also driving a more proactive, preventative approach to customer engagement, identifying risks early, improving communication, and embedding learning from feedback to continuously enhance service delivery and client satisfaction.
www.compasschc.co.uk
Complaints & Issue Resolution
· Act as the central point of ownership for customer complaints, ensuring they are acknowledged, investigated and resolved in line with the Compass CHC Complaints Policy and agreed timescales.
· Oversee priority cases within the Case Management Team and take ownership of escalating cases by acting as the main point of contact.
· Work closely with all teams and Senior Leadership to ensure fair, consistent and proportionate complaint outcomes.
· Handle complex, sensitive or escalated complaints, maintaining professionalism, empathy and clarity at all times.
· Identify recurring complaint themes and risks, producing insight and recommendations to prevent repeat issues and improve service quality.
Proactive Customer Engagement
· Develop and embed a customer success approach, moving beyond reactive complaint handling to proactive relationship management.
· Ensure customers receive clear, timely updates and understand what to expect at each stage of their case, including external dependencies (e.g. NHS or ICB processes).
Feedback Loop & Continuous Improvement Culture
· Ensure learning from complaints is shared across teams to prevent repeat issues
· Work closely with Advisory, Coordination, and Case Management teams to embed improvements
· Promote a culture where feedback is actively used to enhance service quality
· Develop clear, practical recommendations to address recurring issues and improve client experience
· Use data to highlight priority areas for improvement and measure the effectiveness of changes
· Exceptional communication skills, with the ability to convey complex or sensitive information clearly, calmly and empathetically.
· Strong complaint handling and de‑escalation capability, with sound judgement and resilience under pressure.
· Proven ability to analyse feedback and data, identify trends and translate insight into practical improvements.
· Highly organised, with the ability to manage competing priorities and deadlines in a fast‑paced environment.
· Strong sense of accountability and ownership, with a customer‑first mindset.
· Professional integrity, discretion and a clear understanding of confidentiality and data protection requirements.
· Experience in a Customer Success, Customer Experience, Complaints or Service Quality role within a regulated or professional services environment.
· Understanding of NHS, health, social care or advisory services (desirable but not essential).
· Experience working with service descriptions, SLAs and escalation frameworks.
· Confident user of Microsoft 365 tools (Outlook, Teams, Excel, Word).
· Experience contributing to policy development, quality assurance or continuous improvement initiatives.
· Ability to influence without authority and work effectively with senior holders.
Pay: £25,500.00-£32,000.00 per year
Work Location: Remote
