Claire Spinks
I am a seasoned complaints investigator, manager and leader, with over 25 years experience of handling and resolving a broad range of complaints within Government Departments, the NHS and Private Healthcare.
For more details about my work experience, skills and credentials, please see my LinkedIn profile (and feel free to connect!)
Claire
Expert solutions for effective complaints management
Whatever your organisation and whichever sector you operate in, how effectively you manage complaints can make or break your reputation for customer service excellence.
Please feel free to browse my site to learn more about me and how I might be able to work with you. Alternatively drop me an email to arrange a free, no obligation call to discuss your requirements.
My Services
Expert solutions for effective complaints management
I offer a range of services to help your organisation to optimise your complaints handling and investigation process - some examples are listed below.
Not sure what service will work best for you? This list is far from exhaustive - please get in touch to arrange a call to discuss your requirements and together we can come up with a bespoke targeted plan.
Training
I can develop and deliver training tailored to your organisation’s procedures and requirements, to be delivered either virtually or in person.
Training packages could range from a simple half day session on a single element of complaints handling, to an intensive, week-long course covering all aspects of excellence in complaints investigation.
Mentoring and coaching
Do you have a newly appointed Complaints Manager or Executive who could use some help and advice with getting up to speed?
Or are you a more seasoned complaints investigator who would just welcome the opportunity to discuss best practice with, or get a second opinion from, someone who understands the intricacies of complaints handling?
I can provide coaching or mentoring on either an ad-hoc basis or on a retained basis for a set period of time.
Reviewing/rewriting documentation
Does your Complaints Procedure need to be updated to meet regulatory requirements?
Perhaps you need help with producing standard template letters or forms for different stages of the complaints process?
I can help with these scenarios and many more.
Do you have a backlog or temporary increase in complaints which you are struggling to manage?
Perhaps you work for an organisation where there is a requirement for an independent internal review, and your operational managers are simply too busy to commit the time required?
I can help by taking over the workload for you on either a short-term or ad hoc basis depending on your requirements.
Case management support
Complaints health check
Even the most established and well-managed complaints processes and procedures can benefit from a periodic review by a ‘fresh pair of eyes’.
I can review your complaints handling process from start to finish, identify areas where improvements could be made, and provide you with suggestions and recommendations.
And of course I can also help you implement any changes.
Other Services
No job is too small (or large)! If there is anything at all you think I could help you out with, then please get in touch.
I am also available for full or part-time interim opportunities in Complaints or Customer Services leadership positions, and am open to discussions with potential employers or recruiters.
Testimonials
References and recommendations from trusted professionals who have worked with Claire.
Rejaul Islam
Co-founder and Clinical Director
Skylight Psychiatry
Claire delivered a full day training to our senior management team on 'Effective Complaints Handling and Investigation'.
The training was outstanding, very well planned, interactive and enjoyable. It was clearly very well prepared and involved a review of a past complaint, and a case study, which we found particularly helpful for our learning objectives.
Claire is clearly very knowledgeable on the subject and a very kind and warm trainer.
We were all very pleased with the training and are hoping to collaborate with Clarity Complaints Solutions in the future. We highly recommend Claire and Clarity Complaints Solutions.
Claire Armstrong
Former Executive Director
BMI The Clementine Churchill Hospital (CCH)
Claire was the Customer Services Manager at CCH throughout my four-year tenure as Executive Director.
Claire’s wealth of knowledge and experience around complaint management was invaluable, and she was able to quickly identify and implement areas for improvement, to the extent that the hospital’s complaints handling (which Claire led with professionalism and empathy to patients and colleagues alike) was subsequently recognised at a corporate level as an example of best practice.
I am confident that Claire, under the banner of Clarity Complaints Solutions, will provide valuable insight, suggestions and solutions to anyone who chooses to work with her to improve complaints management.
David Watts
Former Group Director of Risk Management
Priory Group UK
I had the pleasure of working with Claire and getting to know her over a period of 2-3 years. Together we managed the complaints function of a large independent health and social care provider.
I always found Claire to be reliable, honest, capable and objective. Claire was respected by colleagues and all others that she came into contact as part of her work.
In terms of ensuring an effective response to complaints I saw that Claire has the ability to sensitively empower and coach staff without absolving them of their own responsibility, This in turn helped staff to become confident in dealing with complaints while also giving them the opportunity to learn and make improvements. In those instances where Claire was responsible for undertaking the complaint investigation she did so with energy and inquisitiveness. She writes clearly and legibly.
I also had the good fortune to deliver training sessions with Claire. During such sessions I noted that she was able to effectively engage with those in attendance and that she was able to deliver the key messages with clarity and in sufficient detail. She was able to hold the attention of the trainees and positive feedback was always given by those who attended.
Lorna Branton
Head of Strategy and Communications
NHS England
"I have known Claire professionally and personally for over 25 years since we were colleagues at the Parliamentary and Health Service Ombudsman's office.
She is dedicated, smart and committed, great to work with and fun to be around. Her knowledge and experience within complaints management is second to none. I am certain that the services Claire will be offering through Clarity Complaints Solutions will be of huge benefit to any customer facing organisation.
Contact Me
Expert solutions for effective complaints management
let’s talk!
Give me a call or drop me a message via email, Whatsapp or LinkedIn.
