Concierge

Active Care Group Recruitment; Ashford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading healthcare provider in Kent is seeking a Concierge to be the first point of contact for patients and families at their Brain Injury Rehabilitation Centre. The role entails creating a welcoming environment, assisting with logistics, and ensuring a seamless patient experience. Ideal candidates will have a background in luxury hospitality and excellent interpersonal skills. This position offers full-time hours and various employee benefits.

Benefits

25 days plus bank holidays

Birthday off

Employee Assistance Programme

Nest Personal Pension account

Medicash Health Plan access

Enhanced Sick & Maternity Pay benefits

Refer a Friend Scheme

Qualifications

• Previous experience in a 5-star hospitality, residential or luxury healthcare environment.
• Impeccable personal presentation and outstanding interpersonal skills.
• Natural empathy, warmth, and discretion.

Responsibilities

• Create an environment where patients feel safe, respected, and at ease.
• Provide a warm, discreet welcome to all patients and visitors.
• Assist with check-in and orientation for new patients.

Skills

Hospitality experience

Interpersonal skills

Empathy

Organizational skills

Job description

Come and join one of the UK’s largest independent providers in neuro and mental healthcare.

We'd like you to join us as a Concierge at our service Hothfield Brain Injury Rehabilitation and Neurological Care Centre, our specialist centre in Kent, we look after adults with a brain injury or other neurological condition.

Set within the 12 acre grounds of a manor house, we specialise in intensive rehabilitation for people in the early stages of recovery from a brain injury right through to residential care.

About the role:

The Concierge is the welcoming face of the private Neurorehabilitation offering in the service. As the first point of contact for patients, families, and visitors, the Concierge plays a vital role in shaping the overall experience. This position is centred around delivering a seamless, discreet, and compassionate service that reflects the highest standards of luxury and care.

Combining the attentiveness of five-star hospitality with the sensitivity required in a healthcare environment, the Concierge ensures every individual feels safe, supported, and valued from the moment they arrive. From assisting with daily logistics and personalised requests to creating a calm, welcoming atmosphere, the Concierge helps foster an environment that supports healing, dignity, and trust.

What you'll be working:

• Full time
• TBD
• Reporting to Line Manager

What you'll be doing:

Some of the Main roles and responsibilities:

• Create an environment where patients feel safe, respected, and at ease — an essential part of the healing journey.
• Provide a warm, discreet welcome to all patients and visitors on arrival.
• Assist with check-in and orientation for new patients, ensuring they feel comfortable and informed.
• Act as the first point of contact for any non-clinical needs, creating a seamless and reassuring environment.
• Handle personal requests with efficiency and confidentiality, including booking transport, arranging appointments, or sourcing items.
• Liaise with in-house departments to ensure a personalised and responsive service for each patient.
• Manage VIP arrivals and departures with the utmost discretion.
• Focus on the little details that make a big difference — a preferred drink, a favourite newspaper, or simply knowing when to offer quiet support versus when to engage.
• Maintain clear communication with clinical and hospitality teams to support smooth daily operations.
• Manage patient schedules, coordinate with drivers and therapy teams when needed.
• Handle telephone and email enquiries with warmth and professionalism.
• Ensure that communal areas such as lounges and reception remain immaculate and welcoming.
• Monitor ambiance (lighting, music, refreshments) to align with the services wellness ethos.
• Maintain strict confidentiality and uphold safeguarding and GDPR standards at all times.

What you'll have:

• Previous experience in a 5-star hospitality, residential or luxury healthcare environment.
• Impeccable personal presentation and outstanding interpersonal skills.
• Natural empathy, warmth, and discretion.
• Ability to stay composed and resourceful in sensitive or emotionally charged situations.
• Excellent organisational and time-management skills.
• Ability to work as part of a team and as an individual and able to provide support to all colleagues in the service.
• Proactive, always going above and beyond to exceed expectations.
• Self-confident and the ability to manage challenging situations and conversations.
• Proven reliability in terms of full attendance and timekeeping.
• Being flexible, innovative and adaptable at work in order to meet competing priorities

The role is 100% based at the service with occasional travel to other locations within ACG.

Active Care Group is committed to protecting and safeguarding vulnerable individuals at risk (whether young people or adults) and expects all colleagues to share this commitment. All colleagues are required to keep up to date with their safeguarding training and to undertake additional training appropriate to their role.

What to look forward to:

• 25 days plus bank holidays
• Birthday off
• Join the Active Learning Hub and benefit from a wide range of e learning and face to face training and development opportunities
• Active Reward App giving discounts and savings on your weekly shop
• Free 24 hour confidential Employee Assistance Programme Helpline & App to support with legal, health, wellbeing, relationship and consumer advice
• A Nest Personal Pension account
• Access to join a Medicash Health Plan for you and your family to save money on everyday health essentials – like going to the dentist or opticians
• We recognise outstanding Active Behaviours via the Active Awards programme
• Enhanced Sick & Maternity Pay benefits
• Refer a Friend Scheme and earn yourself up to £1000 by recommending someone you know
• ……and, of course, the support and guidance of our qualified clinical and business leadership teams so that you can really develop your career with Active Care Group