Customer Care Manager at Hamilton Lloyd and Associates

Hamilton Lloyd and Associates - Our client is a start-up healthcare company headquartered in the UK with presence in Nigeria and with immediate expansion plans across Africa; with a focus on the delivery of specialized digital healthcare services across the country.As part of the set-up of the Nigeria office, they are looking to hire young, vibrant and driven candidates to fill the position below: Job Title: Customer Care ManagerLocation: LagosJob SummaryThe Customer Care Manager ensure that the needs of customers are being satisfied.Their aim is to provide excellent customer service and to promote this idea throughout the organisation.The incumbent responsibilities may include updating patient records, connecting patients with healthcare services, or improving business practices.Job ResponsibilitiesHelping to develop and implement a customer service policy for an entire organisation.Improve customer service experience, create engaged customers and facilitate organic growthTake ownership of customers issues and follow problems through to resolutionSet a clear mission and deploy strategies focused towards that missionDevelop service procedures, policies and standardsKeep accurate records and document customer service actions and discussionsAnalyse statistics and compile accurate reportsRecruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowermentFinding ways to measure customer satisfaction and improve services.Managing a team of customer services staff.Handling face-to-face enquiries from customers.Providing help and advice to customers using the organisation's products or services.Communicating courteously with customers by telephone, email, letter and face to face.Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill.Keeping accurate records of discussions or correspondence with customers.Analysing statistics or other data to determine the level of customer service your organisation is providing.Producing written information for customers, often involving use of computer packages/software.Writing reports analysing the customer service that your organisation provides.Developing feedback or complaints procedures for customers to use.Improving customer service procedures, policies and standards for your organisation or department.Keep ahead of industry’s developments and apply best practices to areas of improvementControl resources and utilise assets to achieve qualitative and quantitative targetsAdhere to and manage the approved budgetMaintain an orderly workflow according to prioritiesMeeting with other managers to discuss possible improvements to customer service.Being involved in staff recruitment and appraisals.Training staff to deliver a high standard of customer service.Leading or supervising a team of customer service staff.Learning about your organisation's products or services and keeping up to date with changes.Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses. 

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