Customer Service Team Leader

Job description

Heal Hub, a leading rehabilitation and wellness clinic in Dubai, is enhancing its Customer Service structure as part of its next phase of growth. We are looking for a confident, service-driven Team Leader who can take ownership of front desk operations, support the team, and ensure an exceptional client experience. Strong leadership, communication, and organizational skills are essential, along with a genuine interest in health and wellness.

Key Responsibilities

• Oversee daily front desk operations and ensure smooth client flow
• Act as the primary escalation point for complex client inquiries and complaints
• Train, support, and mentor Customer Service team to maintain high service standards
• Prepare and manage reception rosters and ensure full shift coverage
• Adjust clinician schedules when required (leave, emergencies, last-minute changes)
• Serve as a super-user for EMR, WhatsApp Business, and other front desk systems
• Update services, pricing, timings, templates, and internal settings across systems
• Liaise with EMR and IT support for troubleshooting and system-related issues
• Monitor stock levels and manage purchasing of clinical consumables, stationery, and reception supplies
• Generate routine operational reports (cancellations, follow-ups etc.)
• Ensure proper actioning of follow-up/cancellation reports and overall workflow accuracy

Requirements

· 5+ years of Customer Service or Front Desk experience in a UAE clinic, wellness center or medical environment

· Previous experience in a senior, supervisory, or team lead role

· High proficiency with booking/CRM systems

· Strong organizational, scheduling, and multitasking abilities

· Experience with administrative operations, stock management, or purchasing is a plus

· Proactive mindset, strong problem-solving skills, and sound decision-making

· Positive attitude, teamwork-oriented, and committed to providing an excellent client experience

· Genuine interest in wellness, rehabilitation, and patient-focused environments

What we offer:

• Competitive salary
• Health insurance coverage
• Annual air ticket allowance
• Role with career progression within a growing and evolving brand

If you’re looking for a role where you can grow, feel valued, and make a meaningful impact every day, we’d love to hear from you!

Job Type: Full-time

Pay: AED6,500.00 - AED7,750.00 per month

Education:

• Bachelor's (Required)

Experience:

• healthcare: 5 years (Required)

Work Location: On the road