Head - Customer Service Excellence - Specialty Fertility Business

Company is a leading single-specialty fertility business dedicated to helping individuals and couples achieve their dream of parenthood. We offer a comprehensive range of fertility treatments and services, coupled with compassionate care and personalized support.

We are seeking a dynamic and experienced professional to join our team as the Head of Customer Service Excellence. The ideal candidate will be responsible for leading our customer service efforts, ensuring that every patient receives exceptional care and support throughout their journey with us.

Key Responsibilities:

- Develop and implement customer service strategies to enhance the overall patient experience.

- Lead a team of customer service representatives, providing guidance and support to ensure high levels of performance and engagement.

- Establish and maintain strong relationships with patients, addressing any concerns or issues in a timely and effective manner.

- Collaborate with other departments to streamline processes and improve efficiency in delivering services.

- Monitor and analyze customer feedback and satisfaction metrics, identifying areas for improvement and implementing corrective actions as necessary.

- Stay abreast of industry trends and best practices in customer service, recommending innovative solutions to enhance our service offerings.

Qualifications:

- Bachelor's degree in Business Administration or related field; Master's degree preferred.

- Minimum of 10 years of experience in customer service management, preferably in the healthcare or service industry.

- Strong leadership skills with a proven track record of leading high-performing teams.

- Excellent communication and interpersonal skills, with the ability to interact effectively with patients, staff, and stakeholders at all levels.

- Solid understanding of customer service principles and practices, with a focus on delivering exceptional customer experiences.

- Ability to work in a fast-paced environment and manage multiple priorities effectively.