Head of Client Relations

RITZYROCKS; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An innovative healthcare provider is seeking a Head of Client Relations to lead their International Office team. This role focuses on delivering exceptional service to Ultra High Net-Worth and High Net-Worth patients, ensuring a personalized and confidential experience. You will manage a dedicated team, implement a new CRM system, and build strong relationships with key stakeholders. Join a supportive environment that values your contributions and offers opportunities for career development, while playing a key role in enhancing the clinic's reputation as a leader in bespoke health services.

Benefits

Contribution pension scheme (up to 20%)

Private Medical Healthcare

33 days annual leave

Season ticket loan

Retail discounts

Career development opportunities

Qualifications

• Strong leadership and team management skills.
• Proven ability to enhance patient experiences and service delivery.

Responsibilities

• Manage the International Office team and oversee recruitment.
• Implement standard operating procedures for administrative processes.
• Build relationships with key referrers and ensure service excellence.

Skills

Excellent communication skills

Exceptional customer service skills

Relationship-building skills

Leadership in coaching

Tools

CRM system

Job description

We have an exciting opportunity for a Head of Client Relations to join our Operations Team at The London Clinic. This role is based at our offices on 20 Devonshire Place, London (W1G 6HL). We are offering a competitive salary.

Established in 1932, The London Clinic is one of the UK's largest private hospitals, featuring 8 state-of-the-art facilities in London's medical hub around Harley Street. With approximately 1350 employees, we are committed to providing expert, personalized care, covering a broad spectrum of services including complex medical, surgical, and cancer treatments. Our supportive and warm working culture values your contributions and aligns with our core values: 'We go further', 'We work as one', and 'We personalize care.'

Job Profile

The Head of Client Relations reports to the Clinical Operations Director and is responsible for delivering exceptional pathways for Ultra High Net-Worth (UHNW) and High Net-Worth (HNW) patients. The role aims to enhance and grow The London Clinic's reputation as London's leader in bespoke health services for UHNW/HNW patients, ensuring outstanding personalized service, confidentiality, and discretion at all times.

Additional Details

• Job Type: Full-time, permanent
• Shift Pattern: 37.5 hours/week, 5 days from 7
• Location: 5 Devonshire Place, London, W1G 6HL (near Regent's Park/Baker Street stations)
• Salary: Competitive
• Benefits: Contribution pension scheme (up to 20%), Private Medical Healthcare, 33 days annual leave (including bank holidays), season ticket loan, retail discounts, career development opportunities, and more.

Key Duties

1. Manage the International Office team, including recruitment, performance management, and staff development.
2. Implement and maintain standard operating procedures for all administrative processes, ensuring compliance with clinic policies and values.
3. Lead the implementation of a CRM system within the International Office.
4. Establish processes for international patient identification and charging, managing requests and ensuring proper coverage and recovery of 'missing' logs.
5. Build relationships with key referrers and advise on opportunities and issues.
6. Ensure international patients understand the clinic's pathways and service standards, providing guidance and support to ensure service excellence.
7. Collaborate across the clinic to support effective delivery of international patient services.

Skills & Experience

• Excellent communication skills across diverse audiences.
• Exceptional customer service skills for high-quality patient experiences.
• Ability to anticipate and meet patient and family needs.
• Professional handling of patient feedback with empathy.
• Strong relationship-building skills with senior leaders and board members.
• Leadership in coaching and developing team members to enhance performance and capability.

The London Clinic's charitable status underpins our operations, enabling investment in treatments, technology, and facilities. We are dedicated to safeguarding all individuals and adhere to industry standards for safer recruitment, including pre-employment checks and DBS disclosures. We value diversity and encourage applicants from all backgrounds to apply, as we strive to build an inclusive team.