Job Overview

The Lead, Feedback & Grievance will oversee the organisation’s feedback and grievance mechanisms across Imo State. The role is responsible for ensuring that concerns raised by patients, staff and stakeholders are handled transparently, responsively and effectively.

The position will coordinate the collection, analysis and reporting of feedback, support the resolution of grievances, and contribute to service quality improvement, accountability and trust. It will also help ensure that grievance management practices align with organisational policies and regulatory standards.

Job Details

Employer:  Confidential Healthcare Management Organisation
Job Type: Full Time
Qualification: Bachelor’s degree in Public Administration, Healthcare Management, Human Resources, or a related discipline
Preferred Qualification: Master’s degree or relevant certification, such as CIPD or CHRM
Experience: 6–10 years’ experience in stakeholder management, grievance handling, customer service, or a related field

Category :Customer Care
Location: Imo State, Nigeria

About the Organization

The employer is a healthcare management organisation focused on modernising and improving secondary healthcare delivery in Imo State, Nigeria. The organisation has been reconstituted to strengthen operational efficiency and administrative excellence while supporting access to affordable, high-quality healthcare services for residents across the state.

Its transformation agenda uses modern management practices and strategic oversight to improve the working environment for healthcare professionals and the quality of services available to patients.

Responsibilities

• Develop and manage systems for collecting, tracking and analysing feedback and grievances from patients, staff and stakeholders.
• Ensure the timely and effective resolution of grievances in accordance with organisational policies and regulatory requirements.
• Prepare regular reports on feedback trends, grievance outcomes and recommendations for service improvement.
• Collaborate with relevant departments to address systemic issues and implement corrective actions.
• Provide training and support to staff on feedback management and grievance-handling procedures.

Requirements and Qualifications

Applicants should have 6–10 years of experience in stakeholder management, grievance handling, customer service or a related field. Experience within healthcare is preferred.

A bachelor’s degree in Public Administration, Healthcare Management, Human Resources or a related discipline is required. A master’s degree or relevant certification, such as CIPD or CHRM, is an advantage.

• Excellent written, verbal and interpersonal communication skills.
• Strong problem-solving and conflict-resolution skills.
• Ability to manage sensitive issues with discretion and professionalism.
• Understanding of grievance management frameworks and regulatory standards.
• Proficiency in data analysis and reporting tools.
• Familiarity with patient rights, service quality improvement and stakeholder engagement.
• Must be a resident of Imo State or open to relocation.

Quick Eligibility Check

• Minimum qualification: Bachelor’s degree in Public Administration, Healthcare Management, Human Resources, or a related discipline
• Preferred qualification: Master’s degree or relevant certification, such as CIPD or CHRM
• Required experience: 6–10 years’ experience in stakeholder management, grievance handling, customer service, or a related field
• Verified duty station: Imo State, Nigeria
• Employment type: Full Time
• Core requirement: Excellent written, verbal and interpersonal communication skills
• Core requirement: Strong problem-solving and conflict-resolution skills
• Core requirement: Ability to manage sensitive issues with discretion and professionalism
• Core requirement: Must be a resident of Imo State or open to relocation
• Preferred requirement: Experience within healthcare

Application Readiness Checklist

• Make the required qualification easy to verify in the education or certification section of your CV.
• If applicable, make the preferred qualification easy to verify in the education or certification section of your CV.
• Show evidence of the required experience through relevant roles, dates and measurable responsibilities.
• Tailor your CV to the verified responsibilities stated in this vacancy.
• Confirm that the vacancy is still open before submitting your application.

Vacancy Verification

This vacancy was checked by AfriJobSpace on September 5, 2026 against the employer’s official recruitment source. View the official vacancy source.

Application Safety

Apply only through the official employer channel provided on this page. Do not pay anyone to submit or process your application, and verify unexpected recruitment messages directly with the employer.

How to Apply

Interested and qualified candidates should submit their application through the employer’s official application platform using the Apply for Job button on this page.