Job Overview

The Officer, Customer Feedback & Resolutions will manage feedback, complaints, and grievances received from patients, staff, and other stakeholders. The role focuses on ensuring timely and effective resolution in line with organisational procedures and healthcare regulatory standards.

The officer will also analyse feedback trends, support corrective actions, and contribute to a culture of responsiveness and patient-centred care across the organisation.

Job Details

• Employer: Confidential Employer
• Job Type: Full Time
• Qualification: Bachelor’s degree in Public Administration, Healthcare Management, Human Resources, or a related field
• Experience: 3–5 years’ professional experience in customer service, grievance handling, stakeholder engagement, or complaints management
  Job Field: Customer Service and Healthcare
• Location: Imo State, Nigeria

About the Organization

The hiring organisation is a healthcare management institution working to modernise and improve secondary healthcare delivery in Imo State, Nigeria. Recently reconstituted to strengthen operational efficiency and administrative excellence, it is focused on expanding access to affordable, high-quality healthcare services for residents across the state.

Its work includes applying innovative management practices and strategic oversight to public healthcare delivery, while supporting an environment in which patients and healthcare professionals can thrive.

Responsibilities

• Receive, document, and track feedback, complaints, and grievances from patients, staff, and stakeholders using established healthcare systems.
• Investigate and resolve issues in accordance with organisational procedures, ensuring fairness, transparency, and compliance with healthcare regulations.
• Communicate resolutions, follow-up actions, and outcomes to complainants and relevant parties.
• Analyse feedback and grievance data to identify trends, root causes, and areas for improvement in patient care and service delivery.
• 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, customer service, and grievance handling for healthcare staff.
• Maintain confidentiality and professionalism when handling sensitive patient and staff issues.
• Contribute to the development and improvement of feedback and grievance mechanisms in healthcare settings.
• Participate in quality assurance audits and service improvement initiatives.

Requirements and Qualifications

The role requires a Bachelor’s degree in Public Administration, Healthcare Management, Human Resources, or a related field, together with 3–5 years of professional experience in customer service, grievance handling, stakeholder engagement, or complaints management.

• Demonstrated experience managing feedback and grievance processes in healthcare settings.
• Strong communication, problem-solving, and conflict-resolution skills.
• Proficiency in feedback management systems and data analysis tools.
• Ability to handle sensitive patient and staff issues with discretion and professionalism.
• Knowledge of healthcare regulatory standards and patient rights.
• Must be a resident of Imo State or open to relocation.

Preferred Experience

• Experience in customer service, grievance handling, stakeholder engagement, or complaints management within healthcare or public health is preferred.
• Experience in training or capacity-building for healthcare staff is an advantage.

Quick Eligibility Check

• Minimum qualification: Bachelor’s degree in Public Administration, Healthcare Management, Human Resources, or a related field
• Required experience: 3–5 years’ professional experience in customer service, grievance handling, stakeholder engagement, or complaints management
• Verified duty station: Imo State, Nigeria
• Employment type: Full Time
• Core requirement: Demonstrated experience managing feedback and grievance processes in healthcare settings
• Core requirement: Strong communication, problem-solving, and conflict-resolution skills
• Core requirement: Proficiency in feedback management systems and data analysis tools
• Core requirement: Must be a resident of Imo State or open to relocation
• Preferred requirement: Experience in healthcare or public health is preferred
• Preferred requirement: Experience in training or capacity-building for healthcare staff is an advantage

Application Readiness Checklist

• Make the required 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 and Healthcare skills 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 6, 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.