Customer Experience Officer

Role Overview

This position is the everyday point of contact for people moving through the hospital, helping patients, families, and visitors feel informed and cared for from arrival to departure. Working under the Customer Experience Coordinator, the Customer Experience Officer keeps front-line service running smoothly, guides patient flow, answers questions, and steps in when concerns need quick resolution. The role matters because small service moments shape how safe, respected, and supported people feel during an often stressful healthcare visit.

Key Responsibilities

• Welcome patients, visitors, and callers, identify what they need, and provide clear directions or next steps without unnecessary delay.
• Manage incoming enquiries by phone or in person, transferring or escalating matters to the right department when needed.
• Support patient flow from reception through appointments, admissions, or discharge areas by monitoring queues, waiting areas, and hand-offs between teams.
• Listen to complaints, compliments, and suggestions, log them accurately, and follow up with the Customer Experience Coordinator to close the loop.
• Coordinate with clinical, administrative, and support staff to resolve service bottlenecks and keep patients informed about waits or changes.
• Maintain an orderly and welcoming front-of-house environment, ensuring signage, forms, and patient information are available and current.
• Capture service data and prepare simple reports on enquiries, wait times, and recurring issues to help improve the patient and visitor experience.
• Model hospital service standards in every interaction, including during busy periods, difficult conversations, and sensitive situations.

Requirements & Qualifications

• Diploma in Front Office Operations, Hospitality Management, or a closely related discipline.
• Formal training or certification in customer service or customer care.
• Two to three years in a customer-facing role within a fast-paced service setting.
• Previous experience in a hospital or healthcare environment would be an advantage.
• Strong spoken and written communication, with the ability to adjust tone for diverse patients and visitors.
• Demonstrated empathy, patience, and calm problem-solving under pressure.
• Excellent time management and organisational skills, including the ability to prioritise competing requests.

If you meet the above qualifications, send your CV, cover letter, expected salary, testimonials, and details of three referees to [email protected]. The deadline for applications is 30 September 2026 at 5:00 PM.