Job Introduction

We have an exciting opportunity for a Complaints Specialist to join Medical Protection Society (MPS) in our Member Resolution Team. 

As a Complaints Specialist, you will play a key role in delivering fair, timely, and evidence-based complaint outcomes for our members. You'll be at the heart of maintaining a trusted and efficient complaints process, ensuring continuous development of best practices across the organisation. 

You will be joining a team that is at the forefront of protecting the careers, reputation and financial risk of our members worldwide; providing a strong and effective complaints service and function to our members globally. 

Role Responsibility

• Proactively manage the complaints process, ensuring all complaints are recorded, handled, and resolved in accordance with quality standards and productivity measures.
• Conduct thorough, in-depth investigations, addressing all complaint points with clear and robust written responses.
• Deliver on operational metrics, maximising efficiency while providing feedback on identified trends to drive continuous improvement.
• Analyse and identify trends in complaints to enhance team service offerings and organisational capabilities.
• Drive complaint handling processes and procedures towards achieving positive member outcomes.

The Ideal Candidate

• Excellent written and verbal communications skills, with an ability to adapt communication styles to individual colleagues and members.
• Ability to foster and maintain external and internal stakeholder relationships at all levels.
• Ability and confidence to work autonomously, with the drive, curiosity and determination to find the best resolution for member complaints.
• Ability to make decisive decisions that take into account the complainant as well as the wider organisation.
• Extensive experience in operating within a complaint handling environment.
• Experience of stakeholder management.

Package Description

Alongside a competitive salary you will also receive:

• Up to 15% discretionary annual bonus
• 11% pension contribution (3% from you, 8% from us optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• 25 days annual leave plus flexible bank holidays (option to buy/sell 5 days)
• Private Medical Cover
• Healthcare cash plan
• 6x salary death in service
• Paid volunteering day
• A personal GP service enabling you to get a video consultation with an NHS-registered, private GP
• Employee Assistance Programme
• A range of shopping discounts from major high-street retailers

About the Company

Who We Are 

Medical Protection Society (MPS) is the world’s leading protection organisation for Doctors, Dentists and healthcare professionals. We protect and support the professional interests of almost 300,000 Members around the world. 

We are a not-for-profit organisation, meaning our Members’ premiums are kept safe should our Members require support for complaints or claims arising from professional practice, or invested into bettering the organisation, our colleagues and our products. 

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit Members and the wider healthcare professions. 

To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully-funded training courses or peer-to-peer support. We want our colleagues to feel empowered enough to deliver positive change, display ambition to push themselves and are determined when faced with a challenge, whilst ensuring our Members’ best interests are at the core. 

Next Steps 

If you are interested in finding out more, looking for a new role and want to join an organisation that truly values its employees, take a look at the role profile to find out more about the role to apply. 

Our Talent Acquisition team are always on hand should you have any questions, are having any technical issues or wish to understand how MPS can support you with your application and interview. You can contact our friendly Talent Acquisition team by emailing careers@medicalprotection.org 

Medical Protection Society