Client Experience Manager
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Key details
- Location
- London, United Kingdom
- Work style
- Onsite
- Level
- Senior
- Job type
- Full-time
- Function
- Operations & Strategy
- Focus area
- other
- Posted
- 2d ago
Skills
care planningcustomer service
About the role
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.
-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
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