Assistant Service Manager - Admin & Customer Service at Intersect Consortium

JOB BRIEF 

• The ASM Admin & Customer Service is responsible for developing and maintaining the customer service activities of the organisations in the Consortium. S/he is expected to provideleadership, direction and supervision to the entire Admin / Customer support department.

Responsibilities

• Receive customer requests, calls, emails etc. at the head office and at the same time provide supervision for the centres.
• Ensure prospects and clients are treated with respect, consideration and sensitivity.
• Ensure inquiries are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure the patient is satisfactorily attended to.
• Continuously develop and improve on Intersects Customer Service Manual and policies to improve customer service delivery.
• Drive inquiry conversion rate across centres.
• Work with HR to ensure Admin Leads have monthly in-house Customer Service Training.
• Use and ensure Admin Leads also use the CRM to document and maintain accurate customer service/inquiry records.
• Verify and ensure all centres have inpatients and outpatients appointments logged on Setmore.
• Work with Admin Leads to ensure we provide exceptional services resulting in customer satisfaction and positive Feedback.
• Develop a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.
• Maintain systems for administering feedback to prospects, clients and their relations concerning our services, prices and operations either via survey forms, telephone or in-person.
• Produce monthly reports measuring customer satisfaction and disseminate feedback to the appropriate internal entities.
• Supervise to ensure best practice procedures are employed in the execution of customer service, documentation and internal processes to assure a safe workplace and living environment for employees, patients, and visitors.
• Oversee the implementation of programs and policies for patient services, quality assurance, and other department activities.
• Make environmental rounds to assess head office facility needs and periodically visit centres within the catchment areas (Abuja) to gain the first experience of service delivery and daily activities.
• Serve as the secretariat for the Monthly Management Meeting.
• Ensure a meeting with all Admin Leads is held at least once monthly. Meetings should be minuted and action points achieved within the time frame.
• Support administrative needs of the C.E.O. including but not limited to scheduling and preparing for meetings and calendar management.
• Ensure proper filling and documentation; receive, dispatch and disseminate official correspondence to relevant officers.
• Be part of the team responsible for the recruitment, training, induction and coaching of staff in the Admin Department.
• Identify Staffing needs, complaints and performance issues and relate them to the HR team.
• Coordinate and approve time off and scheduling; leave management for direct reports.

QUALIFICATION & EXPERIENCE

• Previous working experience in operations and administration for 6 years
• First degree in Business Administration, Human Resources or another relevant course. A master’s in business administration is favourable
• Hands-on experience in employee administration and succession planning.
• Thorough knowledge of administrative changes
• Excellent organizational and leadership skills
• Excellent communication, interpersonal and presentation skills
• Outstanding analytical and problem-solving abilities
• Professional certification such as ICSAN, CIPMN is highly favourable

SKILLS & ABILITIES

• Excellent organizational, corporate communication and time management skills
• Superior quantitative and qualitative analytical skills
• Problem solver able to keep calm and efficient under pressure and in crisis
• Proven track record in engaging, inspiring and leading teams.
• Successful track record in making independent, strategic decisions.
• Extensive local and sector knowledge.