Customer Service Representative

The Chelsea Psychology Clinic; London; On-site; GBP 26,000 - 30,000; Full time

Job summary

Join a leading multidisciplinary practice as a Customer Service Representative to enhance client experiences and ensure operations run smoothly. This role offers the chance to contribute to mental health care in a supportive environment while managing client inquiries and appointments with professionalism and empathy.

Benefits

25 days annual leave

Private healthcare after probation

Quarterly CPD and social events

Comprehensive induction

Qualifications

• 1+ years in a customer-facing role
• Experience in managing complaints
• Strong IT skills and use of diary systems

Responsibilities

• Respond to client inquiries promptly and professionally.
• Guide clients through the appointment booking process.
• Maintain documentation of client interactions accurately.

Skills

Communication

Empathy

Organizational skills

Attention to detail

Problem-solving

Tools

CRM software

Job description

Get AI-powered advice on this job and more exclusive features.

Join Our Growing Team at The Chelsea Psychology Clinic!

At The Chelsea Psychology Clinic (TCPC), we’re a leading multidisciplinary practice committed to delivering outstanding mental health care. Our team includes highly skilled psychologists, psychiatrists, psychotherapists, and health professionals—all working together to create a supportive and forward-thinking environment.

As we expand to meet increasing demand, we're looking for a dedicated and organised Customer Service Representative professional to join our team. This is an exciting opportunity to be part of a fast-paced, high-performing clinic where your contributions will directly support the smooth running of operations and enhance the experience of both clients and clinicians.

Why Join Us?

• Be part of a collaborative, values-driven team
• Work in a dynamic private healthcare setting
• Contribute to a meaningful mission of improving mental health care
• Opportunities for professional development and growth

Employed Position

Location: 100 Harley Street W1G 7JA, 2 Eaton Gate SW1W 9BJ, 45 Pont Street SW1X 0BD, 84 Brook Street W1K 5EH and any future London locations

Reporting to: Head of Customer Operations & Director of Clinical Operations

Compensation: £26,000 base + performance bonus

Schedule: 37.5 hours/week, shift work between 8am–9pm (Mon–Fri) & Sat (9am–5pm) (shifts include: 8am-4pm, 9-5p, 11-7 or 1-9pm)

Role Overview

As a key member of the clinical triage team, the Customer Service Representative ensures the delivery of exceptional, white-glove experience to clients at our private mental health clinic. At the heart of this role is the ability to guide clients through their journey from initial enquiry to scheduled appointment with clarity, care, and professionalism. As the first point of contact, you will ensure clients feel informed and supported as they are matched with the most appropriate clinician and service. You will be confident discussing our clinicians, services, and fees in a clear and respectful manner that helps clients make informed decisions. This role requires excellent communication skills, attentive listening, and the ability to understand and respond to individual client needs with accuracy and care.

Outcomes

Client Journey and Booking

• Respond to 100% of client enquiries within service level targets (e.g., urgent: <1 hour; standard: <4 hours).
• Convert 85%+ of qualifying enquiries into confirmed bookings.
• Maintaining accuracy in appointment scheduling and clinician matching.
• Respond promptly and professionally to all client enquiries, ensuring urgent and time-sensitive requests are handled with appropriate urgency.
• Confidently guide clients through the booking process, helping them take the next step toward care by clearly explaining options and matching them to the most suitable clinician or service.
• Ensure appointments are scheduled accurately and efficiently, with careful attention to clinician availability and client preferences.
• Maintain a warm, helpful, and reassuring presence across all client touchpoints, contributing to a consistently positive experience that builds trust and satisfaction.

Communication and Support

• Accurately manage and document all client interactions across calls, emails, and internal systems.
• Maintain high data integrity, including updating client information and proofreading clinical letters.
• Proactively support inbox triage and clinician diary availability, reducing appointment conflicts to <2%.
• Resolve 100% of assigned complaints within our clinic policy timeline using discretion and professionalism.
• Accurately document and escalate complaint trends to the HCO and Governance team monthly.
• De-escalate sensitive conversations with distressed clients, ensuring dignity and discretion are preserved.

System and Process Efficiency

• Maintain shared inbox responsiveness with 100% of urgent issues triaged immediately.
• Identify and proactively resolve diary conflicts or scheduling inefficiencies daily.
• Assist with maintaining system integrity and clinician availability to avoid last-minute disruptions.
• Empathy & Communication: Able to guide emotionally sensitive conversations with warmth and clarity.
• Service-Oriented: Focused on understanding client needs and creating a supportive booking experience.
• Attention to Detail: Highly accurate with data input, scheduling, and document management.
• Calm Under Pressure: Maintains composure during high-volume or emotionally complex situations.
• Tech Confident: Skilled in inbox management, calendars, and client systems.
• Solution Finder: Confident in recommending practical next steps to hesitant or uncertain clients.
• Integrity and Discretion: Trusted to manage confidential and sensitive client matters appropriately.

Cultural Fit

• Committed to delivering exceptional care in a premium, private health environment.
• Takes pride in helping people access mental health support with clarity and compassion.
• Enjoys collaboration and contributing to team-wide service excellence.
• Values training, growth, and continuous learning in a clinical-adjacent environment.
• Embodies a respectful and composed attitude toward both clients and colleagues.

Person Specification

• Minimum 1 years’ experience in a high-end customer-facing role
• Experience handling complaints and sensitive client conversations with discretion and care
• Highly organised, responsive, and calm under pressure
• Comfortable working flexibly across shifts and locations
• Strong IT skills and experience using inboxes, calendars, and diary systems
• Experience in private healthcare or mental health services
• Knowledge of practice management or diary systems
• Familiarity with high-net-worth client service etiquette
• CRM experience (e.g. HubSpot)
• 25 days of annual leave in addition to bank holiday
• Private healthcare after successfully completing probation
• Quarterly CPD and social events to enhance professional development and connect with the team
• Comprehensive induction and commitment to ongoing training

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Mental Health Care

Referrals increase your chances of interviewing at The Chelsea Psychology Clinic by 2x

Sign in to set job alerts for “Customer Service Representative” roles.

Southend-On-Sea, England, United Kingdom 1 month ago

Leeds, England, United Kingdom 1 month ago

Margate, England, United Kingdom 1 month ago

Whitstable, England, United Kingdom 1 month ago

Canterbury, England, United Kingdom 1 month ago

Telephone Customer Reservations - Mercedes-Benz

Dartford, England, United Kingdom 1 day ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 3 days ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 3 days ago

Croydon, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

Sutton, England, United Kingdom 2 days ago

TikTok LIVE - Global Customer Service Operations Manager

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

Greater London, England, United Kingdom 1 day ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 5 days ago

London, England, United Kingdom 2 weeks ago

Ruislip, England, United Kingdom 3 days ago

Customer Service Advisor - 6 Month Fixed Term Contract

Maidstone, England, United Kingdom 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.