Officer, Customer Feedback & Resolutions

About the role

The Officer, Customer Feedback & Resolutions will manage feedback, complaints and grievances from patients, staff and other stakeholders, ensuring timely and effective resolution in line with organisational policies and healthcare regulatory standards. This role supports a culture of responsiveness and patient‑centred care within a rapidly modernising public healthcare organisation in Imo State.

Key responsibilities

• Receive, document and track feedback, complaints and grievances using established healthcare systems.
• Investigate and resolve issues according to organisational procedures, ensuring fairness, transparency and regulatory compliance.
• Communicate resolutions, follow‑up actions and outcomes to complainants and relevant parties.
• Analyse feedback data to identify trends, root causes and improvement opportunities.
• Collaborate with clinical and administrative departments to address systemic issues and implement corrective actions.
• Support the development and delivery of training programmes on feedback management and grievance handling for staff.
• Participate in quality assurance audits and service improvement initiatives while maintaining confidentiality.

Required profile

• 3–5 years of experience in customer service, grievance handling or complaints management, preferably in healthcare or public health.
• Bachelor’s degree in Public Administration, Healthcare Management, Human Resources or a related field.
• Demonstrated experience managing feedback and grievance processes in healthcare settings.
• Strong communication, problem‑solving and conflict‑resolution abilities.
• Ability to handle sensitive patient and staff issues with discretion and professionalism.
• Experience in training or capacity‑building for healthcare staff is an advantage.
• Knowledge of healthcare regulatory standards and patient rights.
• Resident of Imo State or willing to relocate.