
Service Excellence Manager
2 weeks ago
As a key member of our dynamic team, you will play a pivotal role in advancing patient engagement, empowerment, and experience through effective quality service management.
Main Responsibilities:
- Manage customer feedback to enhance the overall patient experience post-implementation of new national systems.
- Analyse customer interactions to identify meaningful quality service initiatives for systemic improvement.
- Ensure timely resolution of service-related complaints using performance indicators as guidelines.
- Collaborate with teams to develop and execute hospital-wide initiatives that promote service excellence.
- Conduct surveys, design programmes, and facilitate focus group discussions to gauge service quality.
- Support data analysis by creating and updating dashboards for feedback metrics.
Requirements:
- Bachelor's degree in Marketing, Communications, Psychology, or a related field.
- A minimum of 5 years' experience in marketing communications or quality assurance, preferably within the healthcare sector.
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