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Evaluates and audits service delivery and quality standards of the work of Customer Service, Call Centre Service and Mapping Officers engaged in providing information on products and services in a timely manner.

To ensure that all incoming queries are answered, information provided, and orders taken.

To ensure the efficient operation of the Call Centre by organizing and directing the day to-day activities of the Centre, along with providing training and guidance to Call Centre Service Officers.

The incumbent coordinates the Agency’s customer service operations, ensuring effective feedback management, training, policy development, and consistent client satisfaction through responsive and professional engagement.

The incumbent advocates for patients by facilitating access to services, addressing concerns, coordinating support, ensuring billing compliance, collecting service data, and promoting high-quality customer care in line with hospital policies.