Case Officer - UK

Handle enquiries from the general public, agencies and Healthcare Professionals and provide appropriate advice.? Analyse and record accurately enquiries and new issues of complaint on a Complaint Management System.? Decide upon an appropriate investigation liaising as appropriate with Healthcare Professionals, Medical and Administrative Managers; this includes communicating by email, letter, and telephone.? Record all activities accurately on CMS when dealing with each customer complaint. -Draft letters, including replies to sometimes multi-issue and complex complaints to agreed quality standards.? Obtain relevant information and draft replies for Freedom of Information requests -Investigate official correspondence, CEO and PQ referrals - liaise and provide contributions to DWP managers, explaining the outcome of investigations? Taking action at the conclusion of each investigation ensuring an outcome is recorded.? Advising the DWP of the outcome of an investigation, when appropriate.? Provide quality assurance of complaint investigations and replies; provide feedback to colleagues as required.? Ensure appropriate claimant and customer interventions to resolve issues of dissatisfaction.? Ensure close case management to ensure all targets are met.? Skills and Qualifications Good organisational and time management skills needed to prioritise urgent cases, achieve targets, and strike the correct balance between duties. Excellent drafting skills. Excellent oral and ..... full job details .....