Customer Care Supervisor at Beaconhill Smile Clinic Limited

Job Summary

• The Customer Care Supervisor will oversee the daily operations of the Customer Care and Front Desk function, ensuring seamless patient scheduling, registration, communication, complaint resolution, and service delivery.
• The role is responsible for maintaining the highest standards of patient satisfaction while leading, coaching, and developing the customer care team.

Key Responsibilities

• Supervise the daily activities of the Customer Care and Front Desk team.
• Ensure patients receive prompt, courteous, and professional service at every touchpoint.
• Oversee appointment scheduling, confirmations, recalls, and follow-up communications.
• Monitor patient waiting times and coordinate with clinical teams to optimize patient flow.
• Handle patient enquiries, complaints, and service recovery professionally and promptly.
• Coach, mentor, and evaluate Customer Care Officers to improve performance and service quality.
• Ensure accurate patient registration and documentation in the clinic management system.
• Monitor compliance with established customer service standards, policies, and SOPs.
• Prepare periodic reports on patient satisfaction, complaints, appointment trends, and team performance.
• Collaborate with clinicians, Practice Managers, and other departments to continually enhance the patient experience.
• Identify opportunities to improve service delivery and patient retention.
• Support initiatives that promote treatment acceptance, patient loyalty, and positive online reviews.

Requirements

• Bachelor's Degree or Higher National Diploma (HND) in Business Administration, Mass Communication, Hospitality Management, Public Administration, or a related discipline.
• 2–3 years' cognate experience in a Customer Care supervisory role within a dental clinic is compulsory.
• Demonstrable experience leading and developing customer-facing teams.
• Excellent verbal and written communication skills.
• Strong interpersonal, leadership, and conflict-resolution skills.
• Sound knowledge of patient scheduling and front desk operations.
• High level of professionalism, empathy, and emotional intelligence.
• Good working knowledge of Microsoft Office applications.
• Experience using electronic medical or dental practice management systems will be an added advantage.

Personal Attributes:

• Patient-focused and service-oriented.
• Warm, courteous, and professional.
• Strong leadership and coaching ability.
• Highly organized with excellent attention to detail.
• Able to work effectively under pressure in a fast-paced clinical environment.
• Honest, dependable, and accountable.
• Committed to continuous improvement and operational excellence.

Why Join Beaconhill Smile Clinic?

• Be part of one of Nigeria's growing healthcare brands.
• Work in a professional, collaborative, and patient-centred environment.
• Opportunities for continuous learning and career advancement.
• Competitive remuneration and performance-based rewards.