Patient Experience Coordinator

Veblen International; London; On-site; NOK 355,000 - 457,000; Full time

Job summary

Veblen International, a luxury aesthetic and dermatology business in London, is seeking a Patient Experience Coordinator. You will deliver a seamless end-to-end client journey, act as first point of contact, and balance hospitality standards with operational excellence to reflect the brand's commitment to exceptional service and discretion.

You will support clinic operations, appointment management, retail activities and events, while ensuring outstanding client experiences at every touchpoint

Qualifications

• Experience in luxury hospitality or premium service-led environments.
• Strong customer service and client relationship management.
• Experience managing appointments, diaries and administration.
• Comfort with booking systems and digital platforms.
• Excellent organisational skills and attention to detail.
• Discretion when handling sensitive information.

Responsibilities

• Deliver a seamless client journey from initial enquiry through post-appointment follow-up.
• Manage appointment scheduling, diary coordination, waitlists and booking administration.
• Welcome and assist clients and guests with a warm, professional and personalised experience.
• Support payment processing, rebooking and general front-of-house administration.
• Maintain presentation standards across client-facing areas and assist with hospitality services.
• Assist with stock control, inventory management and related administrative processes.
• Complete compliance and operational administration in line with regulatory requirements.
• Handle confidential client information with professionalism and discretion.
• Prepare and maintain treatment rooms to support efficient clinic operations.
• Promote retail products through personalised recommendations and merchandising standards.
• Support delivery of events, guest experiences and community initiatives.

Skills

Luxury hospitality

Premium retail

Private healthcare

Aesthetics

Wellness

Client relationship management

Appointment management

Booking systems

Organisational skills

Discretion

Job description

We are currently recruiting for a Patient Experience Coordinator to join a luxury aesthetic and dermatology business in London. This is an exciting opportunity for an individual with a strong background in premium customer service, hospitality, retail or private healthcare to play a key role in delivering an exceptional client experience within a high-end environment.

Our client is a newly launched luxury aesthetic dermatology business founded by a leading Consultant Dermatologist in the field. Combining advanced clinical expertise with an elevated hospitality experience, the business has been designed to deliver highly personalised care in a welcoming and sophisticated setting. Alongside treatment services, the company offers a curated retail experience, exclusive events and educational initiatives, creating a unique destination focused on wellbeing, self-care and community.

As the Patient Experience Coordinator, you will be responsible for delivering a seamless end-to-end client journey, acting as the first point of contact for patients and visitors. Reporting directly to the General Manager, you will combine luxury hospitality standards with operational excellence, ensuring every interaction reflects the brand’s commitment to exceptional service, discretion and attention to detail. You will support clinic operations, appointment management, retail activities and event delivery while helping maintain an outstanding client experience at every touchpoint.

Responsibilities:

• Deliver a seamless client journey from initial enquiry through to post-appointment follow-up.
• Manage appointment scheduling, diary coordination, waitlists and booking administration.
• Welcome and assist clients and guests, ensuring a warm, professional and personalised experience.
• Support payment processing, rebooking and general front-of-house administration.
• Maintain exceptional presentation standards across all client-facing areas.
• Provide refreshments and hospitality services throughout client visits.
• Assist with stock control, inventory management and related administrative processes.
• Complete compliance and operational administration accurately and in line with regulatory requirements.
• Handle confidential client information with professionalism and discretion.
• Prepare and maintain treatment rooms to support efficient clinic operations.
• Promote retail products through personalised recommendations and excellent merchandising standards.
• Support the planning and execution of events, guest experiences and community initiatives.
• Participate in ongoing training and development to maintain the highest professional standards.
• Build strong and lasting relationships with clients through exceptional service and communication.

Requirements:

• Previous experience within luxury hospitality, premium retail, private healthcare, aesthetics, wellness or a similar service-led environment.
• Strong customer service and client relationship management skills.
• Experience managing appointments, diaries and administrative processes.
• Confidence working with booking systems and digital platforms.
• Excellent organisational skills with strong attention to detail.
• Ability to maintain professionalism and discretion when handling sensitive information.
• Warm, welcoming and service-focused approach.
• Strong communication and interpersonal skills.
• Comfortable working in a fast-paced environment while maintaining high standards.
• Passion for delivering exceptional client experiences.
• Experience supporting stock management and operational processes is advantageous.
• Interest in luxury wellness, aesthetics, skincare or premium consumer experiences is beneficial.