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Join Our Growing Team at The Chelsea Psychology Clinic!Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.At The Chelsea Psychology Clinic (TCPC), were a leading multidisciplinary practice committed to delivering outstanding mental health care. Our team includes highly skilled psychologists, psychiatrists, psychotherapists, and health professionalsall 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 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 teamWork in a dynamic private healthcare settingContribute to a meaningful mission of improving mental health careOpportunities for professional development and growthIf youre proactive, detail-oriented, and passionate about delivering high-quality support in a clinical environment, wed love to hear from you.Customer Service Representative Employed PositionSalary: 26,000 + bonus based on performanceHours: 37.5 hours per week, shift work between 8am9pm (Monday-Friday) & Saturday (9am-6pm)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 locationsReports to: Head of Customer Operations & Director of Clinical OperationsRole 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.Key Responsibilities Client Booking & Journey SupportKey skills for success in this area include:Relationship-building: Creating immediate rapport and trust, even in brief phone or email exchangesClear communication: Confidently articulating the value of our services while remaining sensitive to client concernsSupportive problem solving: Guiding clients towards practical next steps when they are unsure about options or how to proceedOutcome-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 practitionersThis element of the role is central to our clinics success and reputation, and we are seeking someone who takes pride in helping people take that first, important step toward psychological support.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.Complaint Handling & De-escalation 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 Essential Minimum 1 years experience in a high-end customer-facing roleOutstanding verbal and written communicationExperience handling complaints and sensitive client conversations with discretion and careHighly organised, responsive, and calm under pressureComfortable working flexibly across shifts and locationsStrong IT skills and experience using inboxes, calendars, and diary systemsDesirable Experience in private healthcare or mental health servicesKnowledge of practice management or diary systemsFamiliarity with high-net-worth client service etiquetteMentoring or team leadership experienceCRM experience (e.g. HubSpot)Benefits 25 days of annual leave in addition to bank holidayPrivate healthcare after successfully completing probationQuarterly CPD and social events to enhance professional development and connect with the teamComprehensive induction and commitment to ongoing trainingInterview 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 recruitment@thechelseapsychologyclinic.com.