Client Relations Officer at Luton Hospital

Key Responsibilities:
Customer Support:

• Handle customer inquiries via phone, email, or in person. 
• Provide accurate information regarding products, services, and company policies.
• Manage the client experience roles such as bookings, scheduling. Bachelor's degree in Business Administration, Marketing, and sending of customer reminders
• Call center management
• Manage the hospital call center.

Relationship Management:

• Build and maintain long-term relationships with key customers. Identify opportunities to enhance customer satisfaction and retention.
• Conduct regular follow-ups with customers to gather feedback and assess service levels.

Issue Resolution:

• Address customer complaints, concerns, and feedback promptly.
• Collaborate with relevant departments to resolve issues and prevent recurrence.
• Document and track customer interactions, issues, and resolutions in as required.

Feedback Analysis:

• Collect and analyze customer feedback to identify trends and areas for improvement.
• Provide actionable insights to management for enhancing customer experience.
• Participate in the development of customer service policies and procedures.

Product/Service Promotion:

• Educate customers about new products or services that meet their needs.
• Upsell and cross-sell products or services to existing customers where appropriate.
• Offer regular trainings to the customer experience team on upselling the hospital products at the front office.

Reporting:

• Prepare and present regular reports on customer interactions, complaints, and resolutions to management.
• Monitor and report on customer satisfaction levels and suggest improvements

Leadership and Team Collaboration:

• Resolve customer complaints in a timely and efficient manner, ensuring satisfaction.
• Work closely with sales, marketing, and product development teams to align customer relations strategies with business goals. Train and mentor junior staff on customer relations best practices.
• Represent the company in customer experience events externally

Qualifications:
Education

• Bachelors degree in Business Administration, Marketing, Communications, or a related field.

Experience

• 2-4 years of experience in customer service, sales, or a related role.

Skills:

• Strong communication and interpersonal skills. Problem-solving abilities and a customer-focused mindset. Proficiency in CRM software and Microsoft Office Suite. Ability to handle difficult customers and resolve conflicts.
• Excellent organizational skills and attention to detail.

Personal Attributes:

• Patience, empathy, and a positive attitude.
• Ability to work independently and as part of a team.
• Proactive, adaptable, and able to thrive in a fast-paced environment.