Admin Customer Service Manager at Intersect Consortium

Job Summary

• We are looking for a highly organised, people-focused and experienced Admin & Customer Services Manager to join our team.
• The ideal candidate will oversee the smooth day-to-day administration of the centre while ensuring that every client receives a professional, welcoming and responsive service experience.

Job Description

• Supervise the daily administrative and operational activities of the facility and develop efficient procedures for service delivery.
• Manage client enquiries, requests and complaints received via telephone, email and in person, ensuring timely and professional resolution.
• Maintain a strong focus on customer satisfaction, retention and the growth of the client base.
• Maintain accurate and up-to-date client databases, patient records, call logs, billing records and other operational documentation.
• Open and manage patient files for newly registered clients, assign hospital and medical record numbers, and retrieve files for follow-up visits.
• Ensure discharged patients are appropriately followed up by their primary clinicians.
• Provide clients and their relatives with accurate information regarding services, pricing and operational processes.
• Handle difficult or sensitive client situations calmly and professionally, with a focus on resolving and de-escalating concerns.
• Maintain a professional, friendly and detail-oriented approach when handling telephone calls and other client interactions.
• Schedule patient appointments for consultations, evaluations, treatments, follow-ups and re-evaluations.
• Maintain and update patient medical records in line with organisational requirements and confidentiality standards.
• Plan, coordinate and streamline administrative procedures and systems to improve operational efficiency.
• Receive, dispatch and appropriately disseminate official correspondence.
• Identify facility procurement needs and ensure the availability of essential supplies for reception, departments, kitchen and wards.
• Support effective planning and execution of facility operations while identifying opportunities to minimise waste and control costs.
• Ensure the facility and office premises are consistently clean, organised and presentable.
• Supervise the delivery of professional services by the kitchen, driving, cleaning and security units.
• Work closely with the Business Team in developing proposals and supporting business opportunities.
• Ensure the smooth flow of information across the organisation to facilitate effective business operations.
• Manage administrative schedules, deadlines and operational priorities.
• Identify staffing requirements and communicate workforce needs to the HR team.
• Ensure compliance with organisational policies relating to attendance, dressing, computer usage, security, confidentiality and general conduct.
• Monitor office supplies and inventory and coordinate procurement while maintaining awareness of budgetary constraints.
• Monitor operational costs and expenses and provide relevant information to support budget preparation.
• Oversee facility services, maintenance activities and external tradespersons.
• Organise and supervise general office activities, including recycling, renovations, events and other facility-related initiatives.
• Ensure daily operations comply with organisational policies, procedures and applicable regulations.
• Maintain proper filing, documentation and record-keeping systems.
• Keep abreast of organisational changes, operational developments and business priorities, and ensure these are appropriately implemented within the facility.

Requirements

• Proven work experience of at least 3 - 5 years as an Administrative Manager.
• Solid knowledge of office procedures, policy review and implementation.
• Experience with office management software like MS Office (MS Excel and MS Word, specifically).
• Strong organization skills with a problem-solving attitude.
• Excellent written and verbal communication skills.
• Attention to detail and innovative.
• B.Sc. or BA in management and additional qualifications in Office Administration are a plus.
• Ability to stay calm when customers are stressed or upset.
• Experience working with customer support.