Service Delivery Officer Recruitment

Justintime Healthcare

Management & Business Development

Company : Justintime Healthcare

Location : Ikeja, Lagos Nigeria

Salary : Competitive

Work Option : Full-time

Experience : Mid-Level

Role Overview

We are seeking an enthusiastic and detail-oriented Service Delivery Officer to support the delivery of high-quality care services. Reporting to the Service Delivery Manager, this role involves coordinating day-to-day service delivery, ensuring client satisfaction, and maintaining operational efficiency.

This is a permanent, full-time position directly employed by the company.

Key Responsibilities

• Service Coordination : Assist in managing the service delivery process, ensuring timely and efficient service in line with client expectations and service agreements.

• Client Support : Act as a point of contact for client inquiries, addressing concerns promptly and professionally.

• Policy Compliance : Support the implementation of service delivery policies to enhance efficiency and ensure adherence to regulatory standards.

• Quality Monitoring : Conduct routine checks to maintain high-quality service delivery and identify areas for improvement.

• Staff Scheduling : Coordinate staffing for care homes and other services, ensuring adequate coverage and addressing staff-related issues.

• Administrative Support : Assist with client account management, including invoicing, payment tracking, and record maintenance.

• Performance Reporting : Contribute to the preparation of performance reports, including service delivery metrics and client feedback.

• Training Support : Help facilitate training sessions to promote staff development and adherence to best practices.

• Team Collaboration : Work closely with other departments to support overall business goals.
  

Key Performance Indicators (KPIs) – Service Delivery Officer

1. Service Coordination & Care Planning

• 95% of service requests scheduled and delivered on time.

• 100% of care plans created, updated, and reviewed regularly.

• Zero missed visits due to scheduling errors.

2. Client Satisfaction & Support

• Maintain 90%+ client satisfaction based on feedback.

• 95% of client complaints resolved within 72 hours.

• Monthly care plan reviews to ensure services meet client needs.

3. Compliance & Quality Assurance

• 100% adherence to CQC and regulatory standards.

• All incidents reported and documented within 24 hours.

• Conduct routine quality checks on care delivery.

4. Staff Scheduling & Coordination

• 100% shift coverage with minimal cancellations.

• 95% scheduling accuracy with optimized travel times.

• Efficient staff allocation based on service user preferences (e.g., gender, timing).

5. Administrative & Financial Support

• 100% accurate documentation and record-keeping.

• 100% invoice and payment tracking compliance.

6. Performance Reporting & Training

• Deliver monthly service reports with key metrics.

• Ensure 90%+ of staff complete mandatory training and compliance checks.
  

Qualifications

• Prior experience in a service delivery, customer support, or operations role, preferably within the healthcare or social services sector.

• Strong communication and interpersonal skills, with a customer-focused approach.

• Proficiency in software tools such as Microsoft Office Suite and client management systems.

• Familiarity with healthcare service standards and regulatory requirements is a plus.

• Organizational and multitasking abilities, with attention to detail.

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