Signature Concierge - UK

Neko Health; Greater London; On-site; GBP 35,000 - 52,000; Full time

Job summary

Neko Health is seeking a Signature Concierge to manage premium member journeys from onboarding through follow-up, delivering hospitality‑driven care in a fast‑paced, luxury environment.

You will coordinate visits, maintain impeccable communication, and work with product, marketing, legal and clinic teams to continuously elevate the member experience, while safeguarding confidential information and upholding high standards.

Qualifications

• Proven experience in luxury hospitality or high-touch customer support.
• Exceptional written and verbal communication; warm and polished for premium audience.
• Strong organisational skills with attention to multi-stakeholder journeys.
• Ability to handle sensitive member information discreetly.

Responsibilities

• Own end-to-end Signature member journeys from onboarding to follow-up.
• Coordinate clinic visits and ensure seamless member experiences.
• Develop and maintain escalation protocols and SOPs.
• Collaborate with product, marketing, legal, and clinic teams.

Skills

Luxury hospitality

Concierge services

Communication skills

Organisational skills

Discretion

CRM platforms (Zendesk)

Cross-functional collaboration

Tools

Zendesk

Job description

Mission

Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data‑driven, preventative care accessible to more people, before symptoms appear.

In a single, non‑invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives.

Role purpose

Be the defining voice of Neko's most premium member experience. As a Neko Signature Concierge, you will manage Signature member journeys end-to-end — from onboarding and clinic visits through to follow‑up and ongoing support — ensuring every interaction reflects the highest standards of hospitality, discretion, and personalised care. This is a role for a service‑driven professional who thrives in high‑touch environments, balances warmth with precision, and is passionate about creating experiences that feel genuinely exceptional at every touchpoint.

What you'll be deliver in the first 6-12 months

• Every Signature member receives a seamless, personalised end‑to‑end experience — from first contact through clinic visit to follow‑up — with all actions completed within defined SLAs.
• A Signature Member Playbook is in place, covering SOPs, tone of voice guidelines, and escalation protocols — raising consistency and quality across every touchpoint.
• Signature member clinic visits are flawlessly coordinated: every centre is prepared, every member is personally greeted, and any issues are resolved before they escalate.
• Cross‑functional relationships with product, marketing, legal, and clinic teams are strong, enabling smooth rollout of new Signature features, processes, and system improvements.

Requirements

• Proven experience in luxury hospitality, concierge services, or a high‑touch customer support environment
• Exceptional written and verbal communication skills; warm, polished, and adapted to a premium audience
• Strong organisational skills and meticulous attention to detail across complex, multi‑stakeholder journeys
• Demonstrated ability to manage sensitive member information with discretion and professionalism
• Proactive mindset — anticipates member needs and resolves issues before they surface
• Comfortable working across scheduling, CRM, and case management platforms (e.g. Zendesk)
• Ability to build collaborative relationships across internal teams including operations, marketing, product, and clinic staff

Preferred

• Experience supporting VIP, executive, or international clients in a concierge or personal assistant capacity
• Language skills or cultural sensitivity, beneficial for supporting Signature members across markets
• Familiarity with healthcare environments or regulated service settings
• Experience contributing to process documentation, SOPs, or playbook development

About titles at Neko

We use a simplified internal title framework that prioritises clarity over hierarchy, so internal titles may differ from market‑facing role titles. Scope, impact and level of the role are fully aligned and will be clearly discussed throughout the process.

Hiring Process

Candidates progress from application and structured screening through thoughtfully designed interviews culminating in a formal offer and final pre‑employment checks before joining the team.

Equal Opportunity & Inclusion Statement

Neko Health is committed to inclusive hiring and member‑first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.