Customer Service Representative

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 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.

Customer Service Representative

Employed Position
Salary: £26,000 + bonus based on performance
Hours: 37.5 hours per week, shift work between 8am-9pm (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 locations
Reports to : Head of Customer Operations & Director of Clinical Operations

Role 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 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.

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 role
Outstanding verbal and written communication
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

Desirable
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)

Benefits
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

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 ***.