Customer Services Manager Job at Alan & Grant

Alan & Grant is a firm of consultants creating innovative HR & Enterprise Solutions. We focus on enabling performance improvements around our clients’ people, product and project concerns. We work with different organizations to conceptualize, build and deploy bespoke solutions aimed at improving overall performance and align workforce to long-term corporate objectives ensuring sustained growth and profitability in the process.

We are recruiting to fill the position below:

Job Position: Customer Services Manager
Job Location: Lagos
Industry: Medical

Job Summary

• To proactively manage all aspects of customer services to ensure the highest standards in the hospital providing positive overall patient experiences. To be responsible for collaborative working with BU Leaders and Heads of Department to continuously review and develop customer service strategies and to embed these into day to day operations across the organization.

Duties and Responsibilities

• Through a customer service team, maintain a proactive check on all areas of the hospital to continuously monitor and review patient experiences.
• To escalate to and work with all BU Leaders, HoDs, Senior Managers to address any incidents requiring urgent intervention and address areas of individual or collective under-performance with recommendations to prevent recurrence.
• To coach, train and monitor Patient Support Officers to ensure optimum performance in pursuit of dealing effectively and professionally with customers
• To design, develop and deliver Customer Service training programmes tailored to individual groups of staff and maintain a rolling programme of training.
• To ensure all new staff understand the hospital’s customer service expectations through delivery of the same as part of the induction programme.
• To design, distribute, collect and analyse customer satisfaction feedback for individual departments
• To regularly update the executive management team on customer service performance highlighting issues for attention.
• To provide input to BU and Departmental Performance Reviews to formally review performance with recommendations for continuous improvement.
• To proactively ensure that the behaviours and conduct of all staff underpinning the public face of the Hospital are maintained at all times.
• To regularly review the customer service strategy and revise in line with specific organisational needs.
• To oversee, undertake and analyse formal twice yearly customer surveys to identify customer needs for differing stakeholder groups and to brief hospital management accordingly.
• To recommend customer service targets for departments, BUs and the hospital to support planned and expected performance improvements.
• To hold weekly meetings with direct reports to manage ongoing and emerging issues in the area of customer services
• To personally attend to customers with complaints and/or issues to assist in resolving them.
• To routinely check all points of customer access (physical, telephone and electronic) to ensure customer contact response times are to agreed standards.
• To uphold the organisation’s values in dealing with all customers and staff in pursuit of service excellence.
• To produce departmental quarterly report.
• To act in accordance with hospital policies

Requirements

• Previous experience in a managerial role in a healthcare setting and/or a customer services role embracing multi-disciplinary work.
• Knowledge of hospital procedures, policies and processes (including access to care, billing processes, appointment and referral systems etc)
• Educated to degree standard or management qualification
• Good understanding of all areas of responsibility and their impact on customer perception and experience
• An ability to lead and manage a customer services team through a strong, positive approach to people
• A preparedness to work with senior managers throughout the organisation to uphold the agreed principles of customer excellence.
• Good interpersonal and verbal communication skills
• Excellent organisational skills
• Act in a professional manner in dealing both with customers and staff, remaining calm and rational and focussing on improvement
• To coach/train staff to equip them to deliver the best customer service possible
• To be resilient in striving for and delivering performance improvements
• Excellent communication, interpersonal and conflict handling skills
• Able to act on own initiative taking executive action where appropriate
• Excellent attention to detail in delivering customer service excellence
• Excellent solution orientated problem-solving skills
• Ability to differentiate in approaches with staff to deliver a customer centric organisation