Floor Manager

The Floor Manager is responsible for ensuring exceptional client service, retention, increased loyalty, and client satisfaction in clinic operations. The role involves identifying service improvement opportunities, resolving client issues, and driving a client-centered culture within the organization.

Department: Client Experience
Reports To: Client Experience Manager
Type: Full-Time

Key Duties and Responsibilities

1. Client Service Excellence

• Identify opportunities to improve service quality and resolve patient complaints or staff concerns.
• Address customer complaints (verbal/written) urgently and follow up to resolution by:
  • Acknowledging complaints and assuring customers of follow-up.
  • Documenting complaints and resolutions in a tracking sheet.
  • Informing relevant parties and collecting necessary information.
  • Providing feedback to the customer promptly.

2. Client Satisfaction

• Develop and implement strategies to enhance client experience.
• Monitor and analyze client feedback through surveys and direct communication.
• Disseminate feedback to relevant departments and stakeholders.
• Resolve complex client issues promptly and effectively.
• Prepare and present timely reports on customer feedback and satisfaction metrics.

3. Operational Excellence

• Ensure client interactions align with organizational policies and standards.
• Oversee accurate documentation of client interactions.
• Collaborate with departments to address client needs effectively.
• Streamline processes to reduce waiting times and enhance communication.

4. Performance Metrics

• Track and report on client satisfaction, trust scores, response times, and resolution rates.
• Set and review performance goals for the team.

5. Client Advocacy

• Serve as an advocate for client needs within the organization.
• Promote a client-centered culture throughout the team and organization.

6. Training and Development

• Provide ongoing training and development for team members.
• Ensure the team is updated on relevant procedures, policies, and regulations.

7. Team Leadership

• Supervise, mentor, and support the client experience team.
• Manage daily operations, including scheduling and task delegation.
• Conduct regular performance reviews and provide constructive feedback.

8. Monitoring and Reporting

• Monitor and report on equipment downtime or service interruptions affecting client satisfaction and clinic operations.
• Address disciplinary issues within the department, in collaboration with HR and senior management.

9. Additional Duties

• Undertake related tasks as delegated by supervisors.

Qualifications

Education

• Bachelor’s degree in a business-related field from a reputable university.
• Postgraduate qualifications in management or relevant professional certifications are an added advantage.

Experience

• At least 5 years of experience in a service industry, with 3 years in middle management within a cross-functional organization.
• Experience in the healthcare sector is highly preferred.

Skills

• Strong leadership skills and business acumen.
• Effective communication skills for team collaboration and broader organizational objectives.
• Competency in resource budgeting, planning, and problem-solving.
• Proficiency in MS Office and familiarity with Navision software.
• Ability to work independently and foresee potential challenges, providing appropriate recommendations.
• Understanding of C-CARE philosophy, vision, and strategy.
• Strong interpersonal and written communication skills.

How to Apply

If you meet the qualifications and are passionate about enhancing client experience, please submit your application.