Client Service Manager – Hospital Group (Cape Town) 3 views

A client services manager (CSM) is responsible for maintaining and enhancing relationships with clients, ensuring their satisfaction with the company’s products or services. They act as a key point of contact for clients, addressing their needs and concerns while also identifying opportunities for growth. The CSM also coordinates with internal teams to ensure timely delivery of solutions

Job Description

• Implement and maintain the hospital’s marketing strategy by ensuring brand alignment, service excellence, media monitoring, and identifying opportunities for improvement.
• Ensure high client service standards by monitoring patient satisfaction, attending to VIP admissions, and managing feedback channels.
• Act as a liaison between hospital departments, doctors, patients, and support teams to ensure smooth operations and timely resolution of complaints and queries.
• Support operational readiness through crises management and monitoring facility standards to identify risks.
• Assist in planning, co-ordinating and attending events, ensuring effective logistics, communication, and stakeholder engagement.
• Conduct GP and specialist visits, manage doctor-related queries, and ensure information accuracy across platforms.
• Assist with the training and support of hospital staff to enhance client service delivery and improve overall patient experience.
• Manage internal programmes and ensure the availability and distribution of marketing materials.
• Oversee key administrative tasks including reporting, database management, internal communication, and stakeholder correspondence.
• Build and maintain strong relationships with doctors, GP networks, and external organisations.
• Provide support to hospital management by providing insight and feedback to influence service delivery strategies.
• Uphold and promote the company’s values and standards in all internal and external interactions.
• Ensure adherence to company policies, support audit readiness, and assist with ad hoc duties as required.

Minimum Requirements

• Grade 12
• Marketing/Advertising, Business Administration, or Public Relations Qualification or similar
• Minimum 3 – 5 years’ experience in a Client Services position
• Knowledge of the healthcare industry will be advantageous
• Leadership qualities and supervisory skills
• Valid Driver’s License and own transport
• Excellent verbal and written communication skills
• Excellent computer skills
• Excellent attention to detail
• Ability to cope well under pressure
• Customer-centric focus
• Friendly disposition and sound interpersonal skills with the ability to handle conflict situations
• Ability to work effectively and co-operatively with others by establishing and maintaining good working relationships