Client Relations Officer at Luton Hospital – Nairobi, Kenya | 2025 Job Opportunity

Client Relations Officer at Luton Hospital – Nairobi, Kenya | 2025 Job Opportunity

ESSENTIAL JOB DETAILS

• Position: Client Relations Officer
• Location: Nairobi, Kenya
• Type of Job: Full-Time
• Department: Client Services / Customer Experience
• Reports to: Head of Strategy and Partnerships
• Application Deadline: 14th May 2025
• Experience Required: 2–4 years in customer service, sales, or client-facing roles
• Academic Requirement: Bachelor’s degree in Business Administration, Marketing, Communications, or a related field

INTRODUCTION

Luton Hospital is seeking a professional and motivated Client Relations Officer to join its dynamic team in Nairobi. This role is central to enhancing patient satisfaction, supporting business growth, and maintaining long-term client relationships. The successful candidate will act as a key link between the hospital and its customers, handling everything from issue resolution to feedback analysis and upselling opportunities.

This is an excellent opportunity for individuals passionate about customer success, call center leadership, and relationship management in the healthcare industry.

ABOUT LUTON HOSPITAL

Luton Hospital is a trusted healthcare provider dedicated to delivering excellent medical services across Nairobi County. The institution is focused on patient-centered care, innovation in health services, and building strong community relationships.

The hospital is guided by values of professionalism, empathy, continuous improvement, and client-focused service delivery, making it a leader in healthcare transformation.

KEY RESPONSIBILITIES

Customer Support & Client Communication

• Handle customer inquiries via phone, email, and in-person channels with efficiency and clarity
• Provide accurate information regarding hospital products, services, and policies
• Resolve client issues promptly, ensuring high levels of customer satisfaction
• Oversee the booking and scheduling system, including managing client reminders and follow-ups

Call Center Management

• Oversee daily operations of the hospital call center
• Ensure timely response to patient queries and professional handling of communication logs
• Establish call center protocols and track KPIs for response time and resolution

Relationship Management

• Build and maintain long-term relationships with key hospital clients and partners
• Conduct routine follow-ups to collect feedback and assess satisfaction levels
• Identify client needs and initiate strategies to improve retention

Complaint Handling and Resolution

• Document and resolve customer complaints in a professional and timely manner
• Collaborate with relevant departments to identify root causes and implement corrective actions
• Keep records of interactions, resolutions, and escalations for reporting purposes

Feedback Analysis and Customer Insights

• Collect and analyze customer feedback through surveys and direct communication
• Identify trends in customer concerns and make data-driven recommendations to management
• Participate in the development and revision of customer service policies and procedures

Upselling and Product Education

• Educate clients on new and existing services aligned to their needs
• Encourage uptake of add-on services or health packages via cross-selling initiatives
• Train the front office and CX team on effective upselling strategies for hospital products

Reporting and Strategy Input

• Prepare regular reports on client interactions, complaints, and resolutions
• Present insights to hospital management and suggest strategies for experience enhancement
• Monitor client satisfaction levels using both quantitative and qualitative methods

Team Support and Cross-Departmental Collaboration

• Work closely with the sales, marketing, and service delivery teams to align strategies
• Train and mentor junior customer service staff on client engagement best practices
• Represent Luton Hospital in external events that promote customer experience excellence

QUALIFICATIONS AND SKILLS

Academic and Professional Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or related field
• 2–4 years’ experience in customer service, sales, or CRM-focused roles

Technical Skills

• Proficiency in CRM software and Microsoft Office tools (Word, Excel, Outlook)
• Knowledge of call center systems, customer tracking, and escalation handling
• Familiarity with customer satisfaction measurement tools and reporting systems

Core Competencies

• Strong verbal and written communication skills
• Ability to handle difficult clients and complex service scenarios
• Excellent organizational and multitasking skills
• Sharp problem-solving mindset and results-oriented approach
• Proven ability to work well both independently and in cross-functional teams

Personal Attributes

• Patience, empathy, and professionalism in customer interactions
• High attention to detail and accountability
• Adaptability and comfort in fast-paced environments
• Passionate about customer engagement and experience-driven growth

COMPANY CULTURE AND VALUES

Luton Hospital embraces a values-based culture where client satisfaction, team collaboration, and service innovation are key drivers. The institution prioritizes:

• Transparent and respectful communication
• Solutions-oriented client interactions
• Lifelong learning and professional growth
• Ethical service delivery and client confidentiality

As a Client Relations Officer, you will be part of a collaborative team shaping the future of patient-centered service in Kenyan healthcare.

HOW TO APPLY

Interested and qualified candidates are encouraged to apply via the online portal.

Apply Here: Client Relations Officer – Luton Hospital

Deadline: 7 May 2025

Only shortlisted applicants will be contacted. Luton Hospital is an equal opportunity employer.

ADDITIONAL ENGAGEMENT

Explore More Healthcare and Client Relations Jobs:
Visit The Kenyan Job Finder for More Opportunities

Stay Connected:

• Join Free WhatsApp Jobs Alerts
• Subscribe for Premium Job Leads (KSh 99/month)
• Follow The Kenyan Job Finder on Telegram

Explore hospital administrative jobs, CX careers, and healthcare communication roles at The Kenyan Job Finder

Keywords: client relations officer job Kenya, customer service hospital job Nairobi, healthcare customer experience jobs, client support role Nairobi, CRM officer healthcare, call center supervisor Kenya, hospital client engagement job 2025, client feedback officer role, Luton Hospital careers, healthcare upselling officer Nairobi