Customer Complaint Handling Officer

Customer Complaint Handling Officer – Lanka Hospitals Corporation PLC

Job Overview

The Lanka Hospitals Corporation PLC is seeking a qualified and experienced professional for the position of Customer Complaint Handling Officer – Senior Executive Level. The successful candidate will be responsible for managing and resolving patient and customer complaints professionally, coordinating with relevant departments, and supporting continuous improvement in patient care and service quality.

Position Details

Job Title: Customer Complaint Handling Officer – Senior Executive Level
Organization: The Lanka Hospitals Corporation PLC
Job Location: Colombo District, Sri Lanka
Employment Type: Not specified in the vacancy advertisement
Experience Required: Minimum 4 years, including at least 2 years at Senior Executive level

Company Overview

The Lanka Hospitals Corporation PLC is a leading private healthcare organization in Sri Lanka, providing hospital and healthcare services with a focus on patient care, quality and service excellence. The company’s main hospital is located in Narahenpita, Colombo 05.

Qualifications & Experience

Applicants should possess:

• A degree or equivalent professional qualification.
• Minimum 4 years of relevant work experience.
• At least 2 years of experience at Senior Executive level.
• Good computer literacy and proficiency in carrying out clerical work will be an added advantage.
• Strong communication skills in Sinhala and English.
• Knowledge of Tamil will be an added advantage.
• Strong communication and negotiation skills.
• A pleasant personality and positive attitude.
• Ability to work collaboratively as a strong team player.

Key Responsibilities

• Receive complaints escalated from the Customer Care Call Centre.
• Acknowledge complaints promptly and accurately record relevant details.
• Obtain feedback, clarification and explanations from relevant departments or staff.
• Ensure responses provided to customers are factual and policy-aligned.
• Discuss complaints and initial findings with respective Heads of Departments (HODs).
• Obtain guidance and approval regarding appropriate corrective actions.
• Coordinate with the Quality Assurance team to assess complaints and identify root causes.
• Support the implementation of appropriate corrective actions.
• Provide timely updates and final resolutions to patients or their parties wherever possible.
• Maintain confidentiality while handling patient and customer complaints.
• Ensure timely resolution and maintain proper documentation and reporting.
• Support audits and compliance requirements related to complaint handling.
• Contribute to continuous improvement of customer and patient service processes.

Required Skills

• Excellent verbal and written communication skills.
• Strong complaint-handling and customer service skills.
• Strong negotiation and problem-solving abilities.
• Ability to communicate professionally with patients, customers and internal departments.
• Good understanding of confidentiality and professional ethics.
• Strong attention to detail.
• Good computer literacy.
• Ability to analyse complaints and identify potential root causes.
• Ability to coordinate effectively with different departments.
• Strong teamwork and collaboration skills.
• Positive and pleasing personality.
• Ability to work efficiently under pressure.

Salary & Benefits

The vacancy advertisement does not specify a salary scale or detailed benefits package.

How to Apply

Interested candidates should send their CV to:

Email: careers@lankahospitals.com

Applications should be submitted to the Group Chief Human Resources Officer, The Lanka Hospitals Corporation PLC.

Important Notes

• A degree or equivalent professional qualification is required.
• Minimum 4 years of experience is required.
• At least 2 years of experience at Senior Executive level is required.
• Good communication skills in Sinhala and English are essential.
• Knowledge of Tamil will be an added advantage.
• Good computer literacy and clerical skills will be an added advantage.
• Candidates should have strong communication, negotiation and teamwork skills.
• The vacancy focuses on patient/customer complaint handling, resolution, documentation and service improvement.
• The advertisement does not specify a closing date.
• The advertisement does not specify a salary scale.

Job Category: Healthcare & Nursing, Customer Service & BPO, Management, Private Jobs