Complaints Specialist

PortmanDentex; Cheltenham; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

24/7 Employee Assistance Programme

Bonus scheme based on performance

Extra leave options

Enhanced maternity/paternity leave

Life assurance and pension scheme

Pension scheme

Job summary

A leading dental group in the UK is seeking a Complaints Specialist to enhance patient experiences by resolving concerns empathetically and efficiently. The role requires outstanding communication skills, a keen analytical approach, and experience in handling complaints. You will be essential in safeguarding our reputation by analyzing feedback and implementing improvements. This position offers various employee benefits, including wellbeing support and a bonus scheme. Join a people-first environment where your contributions make a difference.

Qualifications

• Experience in handling complaints and customer service roles.
• Strong communication and interpersonal skills.
• Analytical ability to draw insights from data.
• Familiarity with CRM tools for feedback management.
• Knowledge of governance frameworks and compliance practices.

Responsibilities

• Champion efforts in resolving feedback with empathy and efficiency.
• Safeguard company reputation and enhance service standards.
• Analyze feedback to identify operational improvements.

Skills

Handling complaints

Customer service

Exceptional communication

Analytical approach

CRM platforms

Tools

CRM software

Job description

Company Description

PortmanDentex is a leading dental group where your skills and ambitions make a real difference. We support over 370 practices across the UK and Ireland. We’re united by a passion for great dentistry, putting patients first and helping each other grow both at work and beyond.

Job Description

At PortmanDentex, we’re committed to delivering exceptional patient experiences — and we know that listening and responding to feedback is key to that mission. We’re looking for a proactive and compassionate Complaints Specialist to champion our efforts in resolving concerns with empathy, efficiency, and professionalism.

In this pivotal role, you’ll be instrumental in safeguarding our reputation and enhancing our service standards. By analysing feedback and identifying trends, you’ll help shape improvements across our operations, ensuring we continue to exceed expectations.

If you're passionate about making a meaningful impact and thrive in a people‑first environment, we’d love to hear from you.

Qualifications

• Demonstrated experience in handling complaints, customer service, or a related field
• Exceptional communication and interpersonal skills, with confidence in navigating sensitive conversations
• A keen analytical approach, with the ability to draw insights from data and recommend meaningful improvements
• Comfortable using CRM platforms and digital tools to track and manage feedback
• A solid understanding of governance frameworks and compliance best practices

Additional Information

• Wellbeing Support: 24/7 Employee Assistance Programme and GP service plus an in‑house Mental Health First Aider programme
• Additional Reward: bonus scheme based on practice performance
• Extra Leave: Birthday off and option to buy 3 more days
• Family Support: Enhanced maternity/paternity leave
• Financial Security: Life assurance and pension scheme

Application Process

When you click apply, we’ll just need your CV and contact details, along with the answer to four quick questions and your application will be complete! You’ll get a response as quickly as we can, whatever the outcome of your application.

Ready to join us? Click apply to take the next step in your career.

Equal Opportunity Statement

We are an equal opportunity employer and value diversity, equity and inclusion in our workplace. We are committed to creating an environment of mutual respect and are dedicated to providing equal employment opportunities regardless of race, religion or belief, sex, sexual orientation, gender reassignment, pregnancy or maternity, marital or civil partner status, disability, age, or nationality.