The Admin & Customer Service Manager in the mental health sector plays a vital role in ensuring the smooth operation of the organization and maintaining high-quality customer service for clients seeking mental health services. This position requires a unique blend of administrative skills and a deep understanding of the sensitive nature of mental health services.
Responsibilities:
Administrative/Operational Management:
- Develop and implement efficient administrative processes to optimize workflow and enhance operational efficiency.
- Coordinate with other departments, such as clinical staff, finance, and human resources, to ensure effective communication.
- Oversee day-to-day administrative tasks, including scheduling, filing, data entry, and maintaining records related to client intake, appointments.
- Provide weekly reports on Client inquiries & Conversion rate, Feedback and Service Delivery, Complaints, Bed Occupancy and other relevant decision-making indices.
- Direct, supervise and evaluate the day-to-day activities of direct reports including but not limited to the Cleaners, Cooks, Operation Officer, Driver, and Security Guard.
- Comply with, maintain knowledge of and ensure team members are aware of the company’s policies on Dressing, Attendance, Leave, Equipment Use, Security, Confidentiality and other HR policies.
- Make periodic inspection rounds to assess facility needs and work with the operation officer in Facility management:
- Work with Store Officer to ensure the store and kitchen are well-stocked at all times as per patient levels while escalating shortages/gaps in line with the food escalation framework to avoid service delivery interruptions.
- Manage and supervise cleaning and other housekeeping tasks, ensuring cleaning standards are followed by the cleaners/janitors through periodic cleaning audits.
- Make periodic visits to the ward to access first-hand the furnishing, bedding and other facility provisions.
- Perform HR responsibilities at the locality level including but not limited to onboarding, staff documentation, recruitment, monitoring staffing levels, leave request processing and working with the HR team in filling out vacancies and handling complaints/ performance issues.
- Be involved in the process of developing rotas for operational staff, overseeing schedules and review nursing & support workers' rotas to ensure work schedules are in line with contract provisions.
- Provide excellent customer service to clients seeking mental health services, ensuring a compassionate, non-judgmental, and supportive experience.
- Address client inquiries, concerns, and complaints promptly, demonstrating empathy and understanding.
- Use the CRM to document and maintain accurate customer service/inquiry records.
- Oversee the client intake process (EMR Documentation & File creation), gathering the necessary information and ensuring accurate and confidential record-keeping.
- Other related duties
Qualifications and Requirements
- Master's Degree in any relevant course with 2- 3 years related work experience
- Bachelor's Degree in any relevant course with 3-5 years related work experience
- Must have completed NYSC.
- Fluency in Hausa is a plus, as it will help with communicating with our diverse clientele.
- Possess high levels of interpersonal communication, written and verbal communication, and documentation skills.
- Proven ability to execute complex and detailed processes and procedures timely, accurately and consistently.
- Ability to multi task, prioritize workflow and complete task with a high level of organisation, responsibility and efficiency.
- Ability to adapt in a fast-paced and changing environment
- Strong problem solving and resolution skills
- Possess excellent marketing and proposal writing skills
- Ability to work on own initiative and as part of a team
- Must be social media savvy and proficient in the use of Microsoft Word, Excel and PowerPoint
- Ability to maintain strict confidentiality.
- Have a friendly disposition
Application Closing Date
30th August 2025
Note: Only shortlisted candidates will be contacted.
Job Type: Full-time
Pay: ₦180,000.00 - ₦220,000.00 per month