Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support clients through their mental health journey with exceptional service and clear communication.
- Company: Join The Chelsea Psychology Clinic, a leading multidisciplinary practice in mental health care.
- Benefits: Enjoy 25 days annual leave, private healthcare, and opportunities for professional development.
- Why this job: Be part of a values-driven team making a real impact on mental health care.
- Qualifications: Minimum 2 years in a high-end customer-facing role; strong communication and organisational skills required.
- Other info: Flexible shifts across multiple London locations; virtual interviews start June 2025.
The predicted salary is between 24000 - 36000 £ 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 Senior 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 operations team, the Senior Customer Service Representative ensures the delivery of an exceptional, white-glove experience to clients at our private mental health clinic. This role supports the Head of Customer Operations in overseeing daily client-facing activity, handling escalations, and maintaining smooth operations across our four London sites.
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
- 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.
Operational Oversight & Leadership
- Act as first point of escalation for the clinical triage team and other members of junior staff handling complex or sensitive client matters.
- Ensure consistent, five-star service delivery across all front-of-house and communication channels.
- Step in for the Head of Customer Operations where required to maintain smooth, high-quality service continuity.
- Provide real-time guidance during high-volume periods or when issues arise.
- Liaise with internal teams including Marketing, Finance, Clinical Governance, and Operations to align messaging and priorities.
- Support adoption of new tools (e.g., practice management systems) to streamline service delivery.
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 2 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
Contact Detail:
The Chelsea Psychology Clinic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Representative
✨Tip Number 1
Familiarise yourself with the mental health sector and the specific services offered by The Chelsea Psychology Clinic. Understanding their approach and the types of clinicians they employ will help you articulate how your skills align with their mission during the interview.
✨Tip Number 2
Prepare to demonstrate your customer service experience by sharing specific examples of how you've handled complex client interactions in the past. Highlighting your ability to build rapport and resolve issues will show that you're a great fit for this role.
✨Tip Number 3
Research common challenges faced in customer service within the healthcare sector, particularly in mental health. Being able to discuss these challenges and how you would address them can set you apart from other candidates.
✨Tip Number 4
Showcase your organisational skills by discussing any tools or systems you've used to manage client bookings or communications effectively. This will demonstrate your readiness to handle the operational aspects of the role at TCPC.
We think you need these skills to ace Senior Customer Service Representative
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. Use specific examples that demonstrate your ability to handle sensitive client interactions and problem-solving skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for mental health care and how your skills align with the role. Mention your experience in managing client relationships and your approach to delivering exceptional service.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples in your application of how you've effectively communicated with clients in previous positions. Highlight any experience you have in handling complaints or sensitive conversations.
Highlight Organisational Skills: Emphasise your organisational abilities in your application. Discuss how you manage multiple tasks, maintain diary accuracy, and ensure smooth operations in a busy environment, as these are crucial for the Senior Customer Service Representative role.
How to prepare for a job interview at The Chelsea Psychology Clinic
✨Showcase Your Communication Skills
As a Senior Customer Service Representative, you'll need to demonstrate outstanding verbal and written communication skills. Prepare examples of how you've effectively communicated with clients in the past, especially in sensitive situations. Practice articulating your thoughts clearly and confidently during the interview.
✨Demonstrate Empathy and Problem-Solving
This role requires a high level of empathy and the ability to solve problems for clients. Think of specific instances where you've successfully handled complaints or difficult conversations. Be ready to discuss how you approached these situations and what the outcomes were.
✨Familiarise Yourself with the Clinic's Services
Before the interview, take time to research The Chelsea Psychology Clinic and its services. Understanding their offerings will help you answer questions more effectively and show your genuine interest in the role. Be prepared to discuss how you can contribute to enhancing the client experience.
✨Highlight Your Organisational Skills
The job requires excellent organisational abilities, especially when managing appointments and client communications. Prepare to share examples of how you've successfully managed multiple tasks or projects simultaneously in previous roles. This will demonstrate your capability to thrive in a fast-paced environment.
