Client Experience Lead

About Us

Psicon is a specialist neurodevelopmental service working collaboratively with various NHS trusts to provide autism and ADHD assessments. We are an independent organisation, but most of our work is for the NHS, whom we are proud to support. Psicon is committed to offering the best psychological support and healthcare available. We take an innovative approach to the delivery of our services and ensure that they are of the highest standards in the industry.

Psicon is seeking a Client Experience Lead who will play a crucial role in enhancing our services by leading investigations into complaints and concerns, managing client feedback, and driving improvements in client experience. This role is integral to ensuring that clients' voices are heard, their needs are met, and that we continuously strive to deliver exceptional care.

About the Role

As the Client Experience Lead, you will manage and investigate complaints, ensuring all aspects are addressed thoroughly and sensitively. You’ll work across multiple professional disciplines, building strong relationships with service managers, clinical leads, and support teams, ensuring that the client’s perspective is always represented. Your skills in root cause analysis will be key to identifying areas for improvement and implementing effective solutions.

Principle duties and responsibilities will include but not limited to:

• Lead investigations into complaints and concerns, ensuring timely resolution and a client-centred approach.

• Manage effective stakeholder communication across clinical, operational, and support teams.

• Use root cause analysis to uncover underlying issues and implement strategic solutions.

• Collect, analyse, and act upon client feedback to drive improvements in service delivery.

• Track and measure the success of client experience strategies, making data-driven decisions for continuous improvement.

What We’re Looking For:

• Extensive experience in complaint management and investigations, including the ability to manage complex cases and collaborate across disciplines.

• Proven skills in root cause analysis, with a strong focus on delivering sustainable improvements.

• Exceptional communication skills, with the ability to manage sensitive situations and advocate for the client’s experience.

• A passion for improving client care and driving positive change within a client-centred framework.

Working at Psicon

We value our employees as an integral part of our service delivery and believe in recruiting and investing in the best employees. We pride ourselves in providing our employees with the opportunities and resources to achieve their potential. We are keen to provide a vibrant, fun yet challenging working environment for our team who share in our core values of trust, integrity, commitment and kindness and work collaboratively to achieve our company goals of;

• The best possible customer service

• The most efficient and effective clinical work

• A thriving and engaged workforce

• A truly inclusive organisation.

Benefits include:

• Enhanced annual leave of 32 days a year (inclusive of bank holidays).

• Flexible annual leave scheme providing the ability to buy or sell back additional days.

• Well-being days.

• Pension scheme (with the option of enhancing via salary sacrifice).

• Cycle to work scheme.

• Birthday lie in.

• Free breakfast, including 'pastry Mondays'.

• Funded social events.

• Staff well-being bursary scheme.

Please note that Psicon is committed to ensuring 'safer recruitment' and therefore the successful candidate will be required to undertake a standard check with the Disclosure and Barring Service (DBS), the cost of which will be met by the Company.

Psicon is committed to adhering to the Equality Act (2010) and provides equal opportunities to all applicants, staff and clients.