Officer, Customer Feedback & Resolutions

Job Summary

The Officer, Customer Feedback & Resolutions will be responsible for managing feedback, complaints, and grievances from patients, staff, and stakeholders, ensuring timely and effective resolution in line with organisational policies and healthcare regulatory standards. The role will be responsible for analysing feedback trends, facilitating corrective actions, and promoting a culture of responsiveness and patient-centred care.

Responsibilities

• Receive, document, and track feedback, complaints, and grievances from patients, staff, and stakeholders using established healthcare systems.
• Investigate and resolve issues in accordance with organisational procedures, ensuring fairness, transparency, and compliance with healthcare regulations.
• Communicate resolutions, follow-up actions, and outcomes to complainants and relevant parties.
• Analyse feedback and grievance data to identify trends, root causes, and areas for improvement in patient care and service delivery.
• Collaborate with clinical and administrative departments to address systemic issues and implement corrective actions.
• Support the development and delivery of training programmes on feedback management, customer service, and grievance handling for healthcare staff.
• Maintain confidentiality and professionalism in handling sensitive patient and staff issues.
• Contribute to the development and improvement of feedback and grievance mechanisms in healthcare settings.
• Participate in quality assurance audits and service improvement initiatives.

• 3–5 years’ professional experience in customer service, grievance handling, stakeholder engagement, or complaints management, preferably in healthcare or public health.
• Bachelor’s degree in Public Administration, Healthcare Management, Human Resources, or a related field.
• Demonstrated experience in managing feedback and grievance processes in healthcare settings.
• Strong communication, problem-solving, and conflict resolution skills.
• Proficiency in feedback management systems and data analysis tools.
• Ability to handle sensitive patient and staff issues with discretion and professionalism.
• Experience in training or capacity-building for healthcare staff is an advantage.
• Knowledge of healthcare regulatory standards and patient rights.
• Must be a resident of Imo State or open to relocation.