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- Tasks: Support clients through their mental health journey with exceptional service and clear communication.
- Company: Join The Chelsea Psychology Clinic, a leading practice in mental health care.
- Benefits: Enjoy 25 days annual leave, private healthcare, and professional development opportunities.
- Why this job: Make a meaningful impact in mental health while working in a dynamic, supportive environment.
- Qualifications: 1+ years in customer service, excellent communication skills, and a calm approach under pressure.
- Other info: Flexible shifts and potential for growth within a collaborative team.
The predicted salary is between 20800 - 36400 £ per year.
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.
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.
Key Responsibilities
- Client Booking & Journey Support
- 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
- 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.
- 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.
- 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 recruitment@thechelseapsychologyclinic.com.
Contact Detail:
The Chelsea Psychology Clinic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative (City of London)
✨Tip Number 1
Familiarise yourself with the services offered by The Chelsea Psychology Clinic. Understanding their clinicians' specialisms and the types of support they provide will help you articulate this knowledge confidently during your interactions.
✨Tip Number 2
Practice your communication skills, especially in handling sensitive conversations. Role-playing scenarios with a friend can help you become more comfortable discussing mental health topics and addressing client concerns with empathy.
✨Tip Number 3
Showcase your organisational skills by preparing for potential scheduling conflicts. Think about how you would manage overlapping appointments or urgent client queries, as this will demonstrate your proactive approach to problem-solving.
✨Tip Number 4
Network with professionals in the mental health field. Engaging with others who work in similar roles can provide insights into the industry and may even lead to valuable connections that could support your application.
We think you need these skills to ace Customer Service Representative (City of London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in high-end or healthcare settings. Emphasise skills like communication, organisation, and problem-solving that align with the job description.
Craft a Compelling Cover Letter: In your cover letter, express your passion for mental health care and how your background makes you a great fit for the role. Mention specific experiences that demonstrate your ability to handle sensitive client interactions and your commitment to providing exceptional service.
Showcase Relevant Skills: Highlight your experience with complaint handling and your ability to communicate effectively under pressure. Use examples from previous roles to illustrate how you've successfully managed client relationships and resolved issues.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the Customer Service Representative role.
How to prepare for a job interview at The Chelsea Psychology Clinic
✨Research the Clinic
Before your interview, take some time to learn about The Chelsea Psychology Clinic. Understand their mission, values, and the services they offer. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Demonstrate Empathy
As a Customer Service Representative, you'll be dealing with clients who may be in distress. Prepare examples from your past experience where you've shown empathy and handled sensitive situations with care. This will highlight your suitability for the role.
✨Showcase Communication Skills
Excellent communication is key in this role. Practice articulating your thoughts clearly and confidently. You might even want to prepare a few scenarios where you successfully resolved client issues or provided exceptional service.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the clinic's operations, team dynamics, or opportunities for professional development. This shows your enthusiasm and interest in the role.
