Head of Customers Happiness Section

We are seeking a passionate and customer-centric leader to join the Emirates Health Services as the Head of Customer Happiness Section at Al Amal Hospital. In this role, you will oversee and manage customer happiness services, ensuring they meet and exceed government standards and deliver an exceptional customer experience.

You will lead a team, develop operational plans, monitor performance, and drive continuous improvement initiatives. Your focus will be on enhancing customer satisfaction and overall service excellence, while also building strong relationships with stakeholders and leading training and development efforts for the customer service team.

Manage and oversee customer happiness services, ensuring compliance with government standards and a high-quality customer experience. Lead the development and implementation of operational plans, strategies, and processes to enhance service delivery. Monitor and analyze performance indicators, identify areas for improvement, and drive continuous service excellence.

Oversee customer feedback and data management, utilizing insights to enhance service quality and customer satisfaction. Strengthen relationships with internal and external stakeholders, including hospital departments and partners. Coordinate service awareness initiatives, ensuring customers are informed and engaged with our services.

Lead and mentor the customer service team, providing training and development opportunities to enhance their skills and performance. Ensure service continuity and manage customer escalations, resolving issues promptly and effectively. Collaborate with other hospital departments to align service delivery with overall hospital goals and strategies.

Stay updated with industry trends and best practices, implementing innovative solutions to enhance customer happiness. Bachelor's degree in a relevant field, such as healthcare management, customer service, or a related discipline. Minimum of 6 years of relevant experience in customer service, healthcare, or a related field, with progressive leadership roles.

Proven track record of successfully managing and leading customer happiness or service excellence initiatives. Excellent interpersonal and communication skills, with the ability to build strong relationships and collaborate effectively. Strong leadership and mentoring abilities, with a passion for developing and empowering teams.

Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions. Proficiency in using customer relationship management (CRM) systems and data analysis tools. Ability to work independently, manage multiple priorities, and make sound decisions under pressure. Excellent organizational and time management skills, with a focus on attention to detail.

Flexibility to adapt to changing priorities and a willingness to contribute to a dynamic and fast-paced healthcare environment.