Job title: Senior Customer Experience Officer Job at the Eye Foundation Hospital
Company: The Eye foundation hospital
Job description: Eye Foundation Hospital (Operated by Summit Healthcare Hospital Ltd) is the leading eye care hospital in Nigeria with a vision to eliminate avoidable blindness in Nigeria and Africa. For over three decades, we have been at the forefront of delivering excellent and quality eye care through a network of primary, secondary, and tertiary eye care centers across Nigeria. We are a one-stop-shop for eye care with a wide range of comprehensive services of international standards offered by well-trained professionals with state-of-the-art equipment and environment. Renowned for our unwavering dedication and commitment to quality, we take pride in our esteemed reputation as a trusted and reputable healthcare institution.We are recruiting to fill the position below:Job Position: Senior Customer Experience Officer
Job Location: Ikeja, Lagos
Employment Type: Full-timeJob Summary
- We are seeking a proactive and experienced Senior Customer Experience Officer to lead our patient service delivery efforts.
- This strategic role involves supervising the Customer Experience team, ensuring smooth clinic operations, managing patient communications, and driving a strong customer-focused culture across the hospital.
- The ideal candidate will collaborate closely with consultants, hospital leadership, and administrative departments to implement service standards, resolve cross-functional issues, and elevate patient satisfaction.
Key Responsibilities
- Supervise and coordinate the daily activities of Customer Experience Officers to ensure excellent service delivery.
- Act as the escalation point for complex, unresolved, or sensitive customer issues.
- Ensure consistent and professional communication with patients via telephone, email, in writing, and face-to-face.
- Oversee patient registration, clinic flow, follow-ups, and rescheduling.
- Ensure professional handling of patient communications and complaints.
- Liaise with consultants, hospital leadership, HMOs, and corporate clients.
- Lead the implementation of customer service policies and patient satisfaction surveys.
- Monitor performance metrics, analyze feedback, and drive service improvement.
- Manage the preparation and delivery of medical reports, bills, and official correspondence.
- Train and mentor Customer Experience Officers while fostering a culture of empathy and responsiveness.
- Any other duties assigned by Management from time to time.
Qualifications
- A Bachelor’s Degree in Mass Communication / English / Social Sciences or a related field.
- A minimum of 5 years of working experience in customer service, with at least 2 years in a supervisory or team lead role.
- Experience in the healthcare sector is a strong advantage.
- Desirable Certifications: CRM Certification, Customer Experience Management, or similar professional qualifications
- Must have completed NYSC
Skills and Competencies:
- Strong leadership and team management ability
- Advanced understanding of patient relations and healthcare service delivery
- High proficiency in CRM systems and Microsoft Office tools (Word, Excel, PowerPoint)
- Strong written and oral communication skills
- Effective conflict resolution, emotional intelligence, and multitasking abilities.
- Proactive, analytical mindset with a passion for continuous improvement
Method of Application
Interested and qualified candidates should send their CV to: using the Job Position as the subject of the mail.
Expected salary:
Location: Ikeja, Lagos State
Job date: Mon, 28 Jul 2025 04:01:12 GMT