Client Experience Manager

Job summary

Lead the client experience across the practice, maintaining high service standards, improving the client journey, and resolving concerns appropriately. Manage and develop the client care team, oversee reception and appointment processes, promote the practice care plan, and ensure client debts are followed up sensitively.

Job details

Salary: CPD 0 __vacancyopjusttionswidget.opt-Type of Employment__ Full-time __vacancyopjusttionswidget.opt-Department__ Client Care Assistant __jobinformationwidget.freetext.LocationText__ Clerkenwell, Islington, London, City of Apply Shortlist Key Responsibilities -Take ownership of the client journey, ensuring clients receive an excellent experience from their first interaction with the practice and throughout their ongoing relationship with us. -Champion exceptional customer service and create a welcoming, friendly and professional environment. -Identify opportunities to continually improve the client experience and implement changes where appropriate. -Ensure reception and client-facing areas are consistently clean, organised and well presented. -Monitor client feedback and use insights to improve service standards. -Resolve minor client concerns and complaints promptly, professionally and empathetically, escalating more complex matters when appropriate. Team Leadership & Development -Lead, support and motivate the client care team, creating a positive and high-performing environment. -Set clear expectations and standards for client care and reception. -Coach and train colleagues in delivering consistently high levels of customer service. -Support the induction and development of new client care colleagues. -Encourage the wider practice team to recognise the role everyone plays in delivering an outstanding client experience. -Ensure prospective and new clients receive a welcoming and engaging introduction to the practice. -Take ownership of increasing awareness and uptake of the practice care plan, ensuring the team can confidently explain its benefits to clients. -Oversee the day-to-day running of reception and ensure appropriate standards are consistently maintained. -Support effective diary management and appointment booking to provide clients with a smooth and convenient experience. -Oversee the practice’s client debt management processes. -Ensure outstanding balances are followed up promptly, consistently and sensitively. Your career means more than a rota and a job title, that’s why we offer: Health and wellbeing Health Cash Plan from day one 24/7 counselling and wellbeing support Life Assurance 3 x salary Annual leave 5 weeks’ annual leave plus Bank Holidays, rising with length of service Extra ‘Day for You’, a paid day off just for you Additional Support Cycle to Work Season Ticket loans Discounts on Medivet products and services Apply Shortlist Share Client Experience Manager __vacancyopjusttionswidget.opt-Location __ London Apply

What you’ll do

Lead the client experience across the practice, maintaining high service standards, improving the client journey, and resolving concerns appropriately. Manage and develop the client care team, oversee reception and appointment processes, promote the practice care plan, and ensure client debts are followed up sensitively.

Requirements

The posting does not specify formal qualifications or years of experience. It indicates a mid-senior role requiring the ability to lead and coach a client care team, deliver excellent customer service, manage reception operations, and handle client concerns and debt processes.

Benefits

• Health Cash Plan
• 24/7 Counselling and Wellbeing Support
• Life Assurance
• Five Weeks' Annual Leave Plus Bank Holidays
• Additional Annual Leave With Length of Service
• Paid Personal Day Off
• Cycle to Work Scheme
• Season Ticket Loans
• Discounts on Medivet Products and Services

Listed skills

• Customer service · Preferred
• Team Leadership · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Client Experience Management
• Customer Service
• Team Leadership
• Coaching and Training
• Client Feedback Analysis
• Complaint Resolution
• Reception Management
• Diary Management
• Appointment Booking
• Client Debt Management
• Care Plan Promotion
• Service Improvement
• Client Communication
• Team Motivation

Job areas

• Customer Service & Support
• Management & Leadership
• Healthcare
• Administrative