Director Of Customer Service

Turó Park Clinics; Madrid; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

A leading medical clinic in Barcelona seeks a results-driven Customer Service Director to lead the patient service team. The successful candidate will have a strong analytical mindset and experience in managing multi-channel customer service operations. Key responsibilities include developing service strategies, overseeing daily operations, and leading a multilingual team. The role offers competitive salary and performance-based bonuses, along with professional development opportunities.

Servicios

Competitive salary

Performance-based bonus

Professional development opportunities

Formación

• 5+ years of leadership experience in customer service.
• Experience in high-contact environments, preferably healthcare.
• Fluent in Spanish and English; French is highly desirable.

Responsabilidades

• Develop and implement the clinic’s customer service strategy.
• Supervise daily operations of the service team across various channels.
• Lead, train, and motivate a multilingual team.

Conocimientos

Leadership

Analytical Skills

Customer Service

Communication

Problem-Solving

Educación

Degree in Business Administration or related field

Herramientas

CRM systems

WhatsApp Business

Telephony platforms

Descripción del empleo

Position Summary :

We are looking for a results-driven

Customer Service Director

to lead the patient service team in our fast-growing medical clinic in Barcelona. The ideal candidate is experienced in managing high-volume, multi-channel customer service operations, with a strong analytical mindset and a clear focus on service quality, operational KPIs, and team performance. A healthcare background is an advantage, but not essential.

Key Responsibilities :

Strategic Leadership & Operations

Develop and implement the clinic’s customer service strategy with a focus on

efficiency, patient satisfaction, and service consistency

across all channels. Supervise daily operations of the service team across

phone, email, WhatsApp, in-person, and online platforms . Optimize appointment booking, follow-up, and communication processes to reduce wait times and increase first-contact resolution rates.

Metrics, KPIs & Reporting

Define, monitor, and report on service

KPIs : Response and resolution time Patient satisfaction (NPS / CSAT) Channel performance (email, phone, WhatsApp) Missed calls / abandoned inquiries Use data to identify service bottlenecks and improve workflows and team allocation. Provide

weekly and monthly reports

to senior management and recommend actionable improvements.

Team Management & Training

Lead, train, and motivate a multilingual team of customer service agents and front desk staff. Conduct performance evaluations and ensure continuous skills development (soft skills, tools, healthcare protocol awareness). Establish a culture of accountability, empathy, and professionalism.

Channel Management & Tech Integration

Oversee all patient communication channels and ensure consistency in tone, responsiveness, and accuracy. Work closely with the IT and digital teams to implement and optimize CRM systems, call routing tools, and WhatsApp Business integrations. Identify opportunities for automation (e.g., chatbots, message templates) while preserving a human-centered experience.

Patient Experience & Quality Assurance

Handle complex or escalated patient concerns, ensuring fast and satisfactory resolution. Monitor service quality via

patient feedback surveys, reviews, and incident tracking systems . Ensure compliance with data protection (e.g.,

GDPR ) and healthcare confidentiality standards.

Requirements :

Degree in Business Administration, Healthcare Management, Communications, or related field 5+ years of leadership experience

in customer service, preferably in healthcare or high-contact environments Strong

analytical skills

with experience in metrics, reporting, and process improvement Proficiency in

multi-channel communication tools

CRM systems, WhatsApp Business, telephony platforms) Fluent in

Spanish and English ; French is highly desirable. Empathy, problem-solving mindset, and a passion for excellent service Knowledge of healthcare service protocols and patient privacy regulations is a plus

What We Offer :

Competitive salary and performance-based bonus Flexible working structure (in-clinic with some remote tools) Opportunity to lead and modernize the patient service experience in one of Barcelona’s leading clinics Professional development opportunities and a collaborative work culture