Ref: RP132-10

Job description / Role

Employment: Full Time

- To manage a first class customer orientated advice and information service to visitors, telephone callers and on-line customers of the Council ensuring speedy access to council and partner services.
- To work with internal and external partners to implement and manage service improvement projects aimed at: increasing customer choice in accessing services; providing services in ways and at times convenient to customers; and providing value for money services.
- To further develop and improve existing access channels.
- To extend customer consultation and segmentation and further develop Customer Relationship Management.
- Work with all Service units to improve the Customer experience through innovative and creative service improvements
- To assist with the development, implementation and enhancement of the Council’s Customer Service Strategy.
- To manage Customer Service staff at various venues throughout the Kettering Borough to ensure resolution of customer inquiries relating to the full range of council and partner services.
- To negotiate and work with current and future partners to develop multi-service Face to Face and Contact Centers and to identify and implement other joint working projects including electronic access.
- To identify and implement opportunities for income generation though partnership working.
- To agree customer standards and performance measures, to monitor, manage and improve performance and to collate and present performance information to the Corporate Management Team and Senior Management Team.
- To manage a budget of £120 000 relating to the operation of the Customer Service Centres and service improvement projects.
- To manage all aspects of the training and development of Customer Service staff.
- To manage the efficient and effective operation of telecommunications equipment/IT equipment and systems including Microsoft packages, the Customer Relationship Management system and back office systems.
- To research and write high standard reports and documents for Committees, internal communication and to promote the work of Kettering Borough Council, for example, through award applications.
- To continually identify, implement and manage service improvement projects and in line with customer feedback, corporate priorities, E-Government targets, bench marking and best practice.
- To continually identify and implement areas for cost saving and increased efficiency in service delivery.
- To operate professionally both as an individual and team member for the benefit of the customer at all times, regularly contributing ideas, suggestions and feedback to the Customer Services Manager in order to develop effective customer service strategy.
- To deputies for the Customer Services Manager on all customer service matters.
- To comply with, promote and ensure the Customer Service Units compliance with the Council’s policies on equality of opportunity.
- To comply with, promote and ensure the Customer Service Units compliance with the Council’s policies on Health and Safety.

Requirements

- Bachelor's degree of pharmacy or medicine is must
- Experience: 8-10 in the same field
- Based in: Saudi Arabia
- Nationality: Any
- Hard worker
- Work under pressure
- Strong Communication skills
- Leadership: To manage all aspects of the training and development of Customer Service staff.

About the Company

Andalusia is one of the leading regional players in the healthcare provision space in the Middle East. With a network of general hospitals, specialized medical centers, and polyclinics across Egypt and Saudi Arabia, Andalusia has built a unique footprint both in service spectrum and geographically. Andalusia Group for Medical Services was founded in 1984 by the entrepreneur Dr. Darweesh Zagzoug as a single hospital in Jeddah, Saudi Arabia; and grown over 30 years to own and manage several healthcare facilities in both Saudi and Egypt. The second generation family owner Dr. Hazem Zagzoug, the current CEO has made it possible for a renowned financial institution like the IFC to join forces to serve more than 7 million patients in the last 10 years with amicable quality, and creating 2000 new jobs. We are proud of our origin, our progress, as well as our partners.

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