Customer Service Advisor

Xyla Community Services (Part of Acacium Group)

Bristol, BS13 with hybrid working opportunities

Permanent, Full Time 37.5 hours a week | Monday-Friday, 9am-5pm or 8am-4pm

Option of a 9 day working fortnight

£21,000-£24,000 per annum + bonusUnlock your potential

Do you have a passion for delivering exceptional customer service? Are you looking for a new challenge where you can make a difference to people's lives? We have a new opportunity for an organised and professional individual to join our team in Bristol as a Quality and Governance Coordinator.

We're seeking a proactive problem solver to join our team! You will handle concerns, complaints, and incidents across our Xyla Community brands, including Thornbury Community Services, Pulse Nursing at Home, Ellea Nursing, and Thornbury Nursing Community Divisions. In this role, you will liaise with patients, families, and internal clinical teams to escalate, document, and resolve incidents, ensuring a world-class service.

Part of Acacium Group, Xyla Community Services provide bespoke, complex care in the community. We have an outstanding, high quality reputation of being able to stabilise highly complex packages of care quickly and with the ability to minimise risk, whilst keeping the client and their families at the centre of what we do. We're passionate about our people and proud that the services we provide achieve the highest standards of compassionate care, supporting choice and empowering our clients to live the life they want.

Everyday you will…

• Use our Datix system to process and update complaints and incidents, escalating serious incidents to registered managers where appropriate
• Coordinate the investigation and evidence gathering
• Deliver exceptional customer service to those involved in an incident or complaint, keeping all parties updated and delivering outcomes
• Identify any trends or patterns within your case load
• Identify where change is required in process or within a care package to reduce risk moving forward

What’s in it for you?

In return for your hard work, we can offer you career development and a range of exciting company benefits including:

• Dedication to developing you and your career- we can give you the tools, guidance and support you need to be successful in your career
• Unlimited learning & development opportunities right at your fingertips- including fully funded qualifications!
• Pension scheme
• Opportunity to opt into a 9 day working fortnight
• Gym Flex – discounted gym memberships which are UK wide!
• Long service and exceptional performance awards
• Regular team socials including drinks and nights to popular local restaurants
• Discounts on restaurants, shops, bars and cinemas
• Free flu vaccinations

Join us and make a difference!

If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is a global healthcare solutions partner offering staffing, managed services and innovative delivery models to health and social care systems and the life sciences industry. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence.

Join us and play a key part of shaping the future of society and improving people’s lives!

To thrive in this role, you must...

• Be a good communicator with confidence over the phone
• Have previous administration and customer service experience
• Have good IT skills and be competent in Microsoft packages
• Have good organisation skills with ability to prioritise workload effectively

Our Inclusion Commitment:

We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.