Lead Feedback & Grievance

Job Description

Job Summary

The Lead, Feedback & Grievance is responsible for managing the organisation’s feedback and grievance mechanisms to ensure responsive, transparent, and effective resolution of concerns raised by patients, staff, and stakeholders across Imo State. This role oversees the collection, analysis, and reporting of feedback, and ensures grievances are addressed in line with organisational policies and regulatory standards. The position is essential for fostering trust, improving service quality, and supporting the organisation’s commitment to accountability and continuous improvement.

Responsibilities

• Develop and manage systems for collecting, tracking, and analysing feedback and grievances from patients, staff, and stakeholders.
• Ensure timely and effective resolution of grievances in accordance with organisational policies and regulatory requirements.
• Prepare regular reports on feedback trends, grievance outcomes, and recommendations for service improvement.
• Collaborate with relevant departments to address systemic issues and implement corrective actions.
• Provide training and support to staff on feedback management and grievance handling procedures.

Qualifications

• 6-10 years’ experience in stakeholder management, grievance handling, customer service, or a related field, preferably within healthcare.
• Bachelor’s degree in Public Administration, Healthcare Management, Human Resources, or a related discipline
• Master’s degree or relevant certification (e.g., CIPD, CHRM) is an advantage.
• Excellent written, verbal, and interpersonal communication skills.
• Strong problem-solving, conflict resolution, and communication skills.
• Proven ability to manage sensitive issues with discretion and professionalism.
• Understanding of grievance management frameworks and regulatory standards.
• Proficiency in data analysis and reporting tools.
• Familiarity with patient rights, service quality improvement, and stakeholder engagement.
• Must be a resident of Imo State or open to relocation.

Additional Information