Head of Customer Service Job at Hospital for Trauma and Surgery (HTS)

Hospital for Trauma and Surgery (HTS) is known for its efficient wellness, clinical, surgical and medical evaluation services delivered with an utmost client-centred focus similar to that available in developed countries to satisfy our clients ensure a one-stop delivery of all essential care. Our primary focus is to deliver excellent services with the best class of healthcare technologies and relentless upgrade of our medical capabilities, providing continuous training for all our medical and paramedical staff, bringing smiles to the faces of our patients. We aim to maintain a transparently integrated healthcare practice at international quality standards.

We are recruiting to fill the position below:

Job Position: Head of Customer Service

Job Location: Lagos 
Employment Type: Full-time

Job Description

• We are seeking a highly experienced, compassionate, and results-driven leader to fill the role of Head of Customer Service (Patient Experience Manager).
• This is a critical leadership position responsible for defining, implementing, and overseeing all patient service strategies to ensure every patient and visitor receives an exceptional, seamless, and positive experience.
• If you are passionate about healthcare, thrive on developing high-performing teams, and possess expert conflict resolution skills, we invite you to apply.

Key Responsibilities

• Develop and Execute Strategy: Design and implement comprehensive customer service policies, standards, and procedures across all communication channels (e.g., phone, email, chat, in-person).
• Team Leadership: Training, mentoring, and managing the Customer Service and Patient Relations teams to consistently achieve high performance and empathy standards.
• Complaint Resolution: Serving as the final point of escalation for complex patient grievances, ensuring swift, compassionate, and liability-minimizing resolutions.
• Data Analysis: Analyzing patient feedback (surveys, reviews) and service data to identify gaps and drive continuous service improvement initiatives.
• Compliance: Ensuring all customer interactions comply with patient confidentiality standards and regulatory requirements.

What We Require

• A Bachelor's Degree in Healthcare Management, Business Administration, or a related field.
• Minimum of 5 years of progressive experience in a Customer Service leadership role.
• Experience specifically within a Hospital or Healthcare setting would be an added advantage.
• Demonstrated ability to manage budgets, analyze service metrics, and deliver impactful training programs.
• Exceptional diplomacy, emotional intelligence, and communication skills.

Salary
N200,000 / month.

Method of Application 
Interested and qualified candidates should send their CV to: hrzhongxinnetwork@gmail.com or hradmin@htsurgery.com using the Job Position as the subject of the email.