Customer Care Supervisor
Beaconhill Smile Clinic Limited
full-time
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.