Complaint & Feedback Management Officer at Ciuci Consulting

Delta and Imo

Company Info

Mid sized business

1 to 50 Employees

Ciuci Consulting (pronounced see-u-see), founded in 2007, is a global operations management consultancy that specialises in optimising business operations through creative methods and consumer intelligence, with an emphasis on socioeconomic effect.

Ciuci Consulting (pronounced see-u-see), founded in 2007, is a global operations management consultancy that specialises in optimising business operations through creative methods and consumer intelligence, with an emphasis on socioeconomic effect.

Title: Complaint & Feedback Management Officer

Locations: Asaba, Delta and Owerri, Imo

Employment Type: Full-time

Roles and Responsibilities

  • Receive and document complaints and feedback from patients, families, and stakeholders.
  • Investigate complaints thoroughly, gathering relevant information to understand the nature of the issue.
  • Collaborate with relevant departments to address and resolve complaints in a timely manner.
  • Establish systems for collecting feedback from patients and stakeholders through surveys, suggestion boxes, and other channels.
  • Compile and analyze feedback data to identify trends and areas for improvement.
  • Communicate with complainants and provide updates on the status of their complaints.
  • Ensure clear and effective communication with internal stakeholders regarding complaint resolution.
  • Maintain detailed records of complaints, investigations, and resolutions.
  • Generate regular reports summarizing complaint data, trends, and key performance indicators.
  • Work collaboratively with relevant departments to implement changes and improvements based on feedback and complaint analysis.
  • Contribute to the development of strategies to enhance overall service quality and patient satisfaction.
  • Provide training to staff on effective complaint handling and communication.
  • Raise awareness about the importance of feedback and its role in continuous improvement.
  • Ensure that complaint handling processes comply with relevant healthcare regulations and organizational policies.
  • Collaborate with customer service teams to enhance overall patient experience and satisfaction.
  • Implement initiatives to address common issues and prevent recurring complaints.
  • Mediate and resolve conflicts arising from complaints, fostering positive relationships with patients and stakeholders.
  • Implement mechanisms for continuous monitoring of patient satisfaction and feedback trends.
  • Propose and implement improvements based on emerging patterns and data analysis.

Qualifications

  • Bachelor’s Degree in Customer Service and any related field.
  • Previous experience in complaint management or a related role in the healthcare sector.
  • Strong interpersonal and communication skills.
  • Analytical and problem-solving abilities.
  • Empathy and the ability to handle sensitive situations with tact.
  • Commitment to maintaining confidentiality and professionalism.

Deadline: 17th April, 2024.

How to Apply: Interested and qualified candidates should Click Here to apply online.

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