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About the Role
As the first point of contact for many patients, you will play a crucial role in delivering a seamless, professional, and reassuring experience, ensuring every call and enquiry reflects the exceptional standard of care the Cadogan Clinic is known for. You will handle patient enquiries, provide accurate information about services, manage communication efficiently, and support administrative functions.
Responsibilities
- Answer and manage incoming calls with professionalism and warmth.
- Handle general enquiries and provide information about products, services, and appointments.
- Transfer calls efficiently to the correct departments or team members.
- Manage and distribute emails from shared inboxes promptly and accurately.
- Maintain up-to-date and accurate patient records.
- Support the sales team with outbound call campaigns and lead follow-ups.
- Provide administrative support to reception, bookings, and sales teams.
- Escalate urgent or priority issues when necessary.
- Cover occasional Saturday shifts (on a rota basis, with time in lieu).
Requirements
- Excellent verbal communication and telephone manner.
- Strong active listening and written communication skills.
- Friendly, professional, and confident approach with patients and colleagues.
- Experience in customer service or a call centre environment.
- Strong organisational skills and attention to detail.
- Ability to multitask and prioritise effectively in a fast-paced setting.
- Proficiency with Office 365 and general IT applications (Word, Teams, Excel, Pabau).
- Ability to work collaboratively and independently.
- Commitment to patient confidentiality and GDPR principles.
- Qualification in Customer Service.
- Experience in medical administration.
- Prior experience in a beauty, aesthetic, clinic, or private healthcare/dentistry setting.
Skills
- Communication
- Telephone manner
- Active listening
- Written communication
- Organisational skills
- Attention to detail
- Multitasking
- Prioritisation
- IT proficiency (Office 365, Word, Teams, Excel, Pabau)
- Collaboration
- Independent work
- Confidentiality
- GDPR principles
Location
- Cadogan Clinic, Markham Street, Chelsea, London
Work Type
- Permanent
- Full-time
- Hybrid
Experience Level
- Depending on experience and skills
Education Level
- Qualification in Customer Service
Salary/Compensations
- £26,000 per year
Benefits
- 31 days’ annual leave (including public holidays), rising to 33 days after 2 years’ service.
- Additional paid leave for birthday and wedding day (after one year of service).
- Pension scheme via NEST.
- Employee assistance and wellbeing programme.
- Healthy snacks and refreshments in-clinic.
- Cycle to Work scheme.
- Beauty benefits: staff discounts on treatments and products post-probation.
- Regular social events, team lunches, and recognition schemes.
- Employee referral bonuses and long-service rewards.
- “Lunchtime Learning” sessions with consultants and industry experts.
- Mentorship and shadowing across administrative and clinical areas.
- Career development opportunities within a growing, respected healthcare business.
About the Company
- The Cadogan Clinic is a family-owned, multi-award-winning day hospital specialising in plastic surgery and dermatology.
- Co-founded by Mr Bryan Mayou, the pioneering plastic surgeon who introduced liposuction to the UK, and Dr Susan Mayou, a leading consultant dermatologist.
- Treat over 20,000 patients every year.
- Innovation at our heart, we continue to lead the way in cosmetic healthcare.
- Values are rooted in patient-centred care, professionalism, and teamwork.
- Committed to creating a safe, empowering, and supportive workplace for all.
- Award-winning private hospital in the heart of Chelsea providing personalised healthcare delivered by the country's leading specialists.
- Purpose-built medical facility includes onsite operating theatres for both surgical and cosmetic procedures, a laser suite and a dedicated dermatology and skin cancer clinic.
- Strong family values, we believe the Cadogan Clinic creates a professional and fun environment where everyone supports each other to achieve our business goals.