Senior Customer Service Representative

The Chelsea Psychology Clinic; London; On-site; GBP 30,000 - 37,000; Full time

Job summary

The Chelsea Psychology Clinic is seeking a Senior Customer Service Representative to enhance client experience and support operations at their London locations. This role involves managing inquiries, bookings, and escalations while contributing to the clinic's mission of delivering exceptional mental health care. Candidates should possess strong communication skills and a background in high-end customer service, ideally within the healthcare sector.

Benefits

25 days of annual leave

Private healthcare after probation

Quarterly CPD and social events

Comprehensive induction training

Qualifications

• Minimum 2 years' experience in a high-end customer-facing role.
• Experience in private healthcare or mental health services preferred.
• Strong IT skills and familiarity with CRM systems.

Responsibilities

• Manage client bookings and support their journey from inquiry to appointment.
• Provide operational oversight and act as the first point of escalation.
• Ensure high-quality service delivery across communication channels.

Skills

Communication

Problem Solving

Relationship-building

Organizational Skills

Education

2 years in customer-facing roles

Job description

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 Senior Customer Service 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

If you’re proactive, detail-oriented, and passionate about delivering high-quality support in a clinical environment, we’d love to hear from you.

Senior Customer Service Representative

Employed Position

Salary: £30,000 + bonus based on performance

Hours: 37.5 hours per week, shift work between 8am–9pm (Monday-Friday) & Saturday (9am-5pm)

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

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

Interview Dates: Shortlisted candidates will be invited to a virtual interview week commencing Monday 23rd June 2025.

Expected Start Date: The successful candidate is expected to start on or around Monday 28th July 2025, depending on notice periods.

To apply, please submit a CV and cover letter. For further information about the role, please contact [e-mail].

Role Overview

As a key member of the operations team, the Senior Customer Service Representative ensures the delivery of an exceptional, white-glove experience to clients at our private mental health clinic. This role supports the Head of Customer Operations in overseeing daily client-facing activity, handling escalations, and maintaining smooth operations across our four London sites.

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.

Key Responsibilities

Client Booking & Journey Support

Key skills for success in this area include:

• Relationship-building: Creating immediate rapport and trust, even in brief phone or email exchanges
• Clear communication: Confidently articulating the value of our services while remaining sensitive to client concerns
• Supportive problem solving: Guiding clients towards practical next steps when they are unsure about options or how to proceed
• Outcome-oriented coordination: Ensuring each interaction results in a clear next step – whether that's booking the correct assessment, a scheduled follow up or next touchpoint.
• Service knowledge: Quickly developing deep understanding of our clinicians’ specialisms and styles, so as to make strong matches between clients and practitioners

This element of the role is central to our clinic’s success and reputation, and we are seeking someone who takes pride in helping people take that first, important step toward psychological support.

Operational Oversight & Leadership

• Act as first point of escalation for the clinical triage team and other members of junior staff handling complex or sensitive client matters.
• Ensure consistent, five-star service delivery across all front-of-house and communication channels.
• Step in for the Head of Customer Operations where required to maintain smooth, high-quality service continuity.
• Provide real-time guidance during high-volume periods or when issues arise.
• Liaise with internal teams including Marketing, Finance, Clinical Governance, and Operations to align messaging and priorities.
• Support adoption of new tools (e.g., practice management systems) to streamline service delivery.

Client Support & Communication

• Manage calls and emails from existing clients related to appointments, follow-ups, and clinical communications with empathy and precision.
• Book and amend appointments across internal systems with minimal disruption to clinicians or clients.
• Support inbox triage, manage clinician availability, and ensure diary accuracy and efficiency.
• Carry out high-accuracy data entry, proofreading of reports or letters, and client information updates.
• Own and lead resolution of complaints or service concerns escalated beyond the first line.
• Apply discretion, empathy, and professionalism when communicating with distressed clients.
• Document, track, and analyse complaints to support service improvement with the HCO and Governance teams.

Inbox & System Management

• Manage the shared clinic inbox to ensure urgent or high-priority queries are actioned promptly.
• Monitor and adjust diary slots and clinician availability in collaboration with the scheduling team.
• Spot potential conflicts or delays and proactively resolve them before they affect clients.

Person Specification

• Minimum 2 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
• Mentoring or team leadership experience
• 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

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Mental Health Care

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