Customer Services Manager

About the role

Lead and manage the hospital's Patient Experience function by driving service excellence, patient-centred care, continuous improvement, and innovation across all patient touchpoints. Oversee Patient Experience operations including the Patient Experience Contact Centre (PECC), International Patient Lounge, patient enquiries, grievance management, service recovery, porter, concierge, transport, and patient feedback programs. Ensure the delivery of safe, compassionate, and consistent services while achieving organizational goals, regulatory compliance, and high levels of patient satisfaction.

Key responsibilities

• Lead the development, implementation, and continuous improvement of the hospital's Patient Experience strategy aligned with the organization's vision, values, service standards, and patient-centred care principles

• Develop, review, and implement departmental policies, procedures, workflows, and governance frameworks to ensure safe, consistent, and high-quality service delivery

• Lead the management of complex complaints, grievances, service recovery, and potential medico-legal cases in collaboration with relevant stakeholders

• Oversee the day-to-day operations of the Patient Experience Department, including the Patient Experience Contact Centre (PEC), International Patient Lounge (IPL), patient enquiries, feedback management, concierge, porter, and transport services

• Manage departmental manpower, budgeting, operational expenditure, and resource planning

• Lead the hospital's Patient Grievance Management Program, ensuring complaints and grievances are managed fairly, consistently, confidentially, and in accordance with hospital policies, regulatory requirements, and Patient & Family Rights

About you

• Bachelor's Degree in Business Administration, Healthcare Management, Hospitality, or related discipline
• Minimum of 5 years of experience in a customer service, customer experience, customer operations or a related role
• At least 2 years of experience leading or managing customer service within the healthcare sector or other industries
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions
• Strong leadership, communication, interpersonal, and problem-solving skills, with the ability to inspire and motivate team members
• Strong organizational, documentation skills and pay attention to details
• Strong phone contact handling skills and active listening
• Experience in project management, process improvement methodologies, and stakeholder engagement
• Proficiency in English, Bahasa Malaysia both written and spoken