Assistant Service Manager - Admin & Customer Service at Intersect Consortium

Intersect Consortium is a world-class organization that provides services and products for high-quality mental health, technology and medical equipment sales. Our purpose is to make a timely and long-lasting difference in the lives of individuals and families we support. Our treatment programs have mainly been developed by clinicians working in America, United Kingdom, and Nigeria.

We are recruiting to fill the position below:

Job Title: Assistant Service Manager - Admin & Customer Service

Location: Lagos
Employment Type: Full Time

Job Description 

• 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.

Qualifications & 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.

Application Closing Date
30th May, 2024.