Job Introduction

We have an exciting opportunity for a Senior Complaints Handler to join our Member Resolution Team who are based in Leeds and London.

As our Senior Complaints Handler, you will utilise your analytic and problem-solving skills to manage, investigate and resolve complex and high-profile complaints from our Members. At MPS, we strive to deliver market leading customer service to our Members and a successful complaints function is key to the overall success of the organisation.

Our Senior Complaints Handlers will conduct in-depth investigations into complaints and utilise understanding of good practice, legal knowledge and sound communication skills to ensure fair outcomes for our Members.

We know flexibility is important to people and at MPS we want you to have the best work-life balance possible.  This role has a blend of home and office-based working, to suit you and the needs of the business which is typically 1-2 days per week on-site.

Role Responsibility

As our new Senior Complaints Handler, you will also:

• Ensure third-party stakeholders requirements are met, considering member experience and commercial and risk considerations
• Analyse and identify trends in complaints to allow for continuous improvement in team service offering and organisational capability
• Act as subject matter expert and technical referral point on all complaint handling activity within MPS

For a full list of duties and responsibilities, the full job description is attached for you to view.

The Ideal Candidate

We are looking for:

• Excellent written and verbal communications skills, with an ability to adapt communication styles to individuals
• Extensive experience in operating within a complaint handling environment with the ability to provide clear evidence and justification for complaint outcome with clear rational
• Experience of stakeholder management
• Legal qualifications or experience working with medical negligence legislation

We welcome applicants from all backgrounds, and we encourage you to apply even if you feel you do not match 100% of the technical requirements.  We celebrate diversity, promote inclusivity and strive to create a work environment which ensures everyone can be heard.

What’s important to MPS is that our people live our values of Member First, Ambitious, Determined and Empowered.

Package Description

Alongside a competitive salary as stated above, you will also receive:

• Up to 15% discretionary annual bonus
• Generous matched pension scheme
• 25 days annual leave plus flexible bank holidays (option to buy/sell additional 5 days)
• Private Medical Cover
• Healthcare cash plan
• 6x salary death in service
• A personal GP service enabling you to get a video consultation with a NHS-registered private GP
• Employee Assistance Programme
• A range of shopping discounts from major high-street retailers

About the Company

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, in countries as diverse as the United Kingdom, South Africa and Hong Kong.

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. Membership provides access to expert advice and support together with the right to request indemnity for complaints or claims arising from professional practice.

We continue to invest in our team to ensure that we are delivering the best possible service for members. This was recognised in 2016 when we were awarded an Investors in People Silver award.

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 full job description to find out more about the role to apply.

If you have any questions about any advertised role and how we can support you, please contact our Recruitment Team at careers@medicalprotection.org

Medical Protection Society