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- Tasks: Lead and shape the customer journey, ensuring a seamless experience for every patient.
- Company: Fortius Clinic, part of Affidea Group, a leader in advanced healthcare services.
- Benefits: Competitive salary, professional development, and a chance to impact patient care.
- Other info: Join a team dedicated to delivering world-class musculoskeletal care.
- Why this job: Be at the forefront of enhancing patient experiences in a dynamic healthcare environment.
- Qualifications: Proven leadership skills and experience in customer service management.
The predicted salary is between 60000 - 80000 ÂŁ per year.
We are seeking an exceptional Head of Customer Experience to lead and shape the end‑to‑end customer journey across Fortius. This is a senior, hands‑on role with accountability for delivering a consistently high‑end, seamless experience for every patient, underpinned by a customer‑first culture across the organisation. Working closely with clinical and non‑clinical teams, you will lead the Front of House and Concierge services while driving continuous improvement across the outpatient and wider patient pathway. You will play a key role in building strong relationships with Consultants, supporting operational efficiency, and ensuring our centres operate at optimal capacity.
Key Responsibilities
- Strategy & Leadership
- Develop, implement, and embed a comprehensive Customer Experience Strategy across all Fortius sites
- Champion a customer‑first culture throughout every stage of the patient pathway
- Design and evolve customer journeys and touchpoints, including contributing to digital solutions that improve service quality and operational efficiency
- Take an innovative approach to service development, maximising digitalisation to enhance customer experience
- Operational Excellence
- Lead the design, delivery, continual improvement, and operational efficiency of the Front of House and Concierge services
- Be accountable for the effective management of consulting rooms and patient areas, ensuring optimal utilisation and availability
- Oversee the patient management system, including system improvements, implementation of changes, and training of users
- Ensure transparency and consistency in self‑pay processes, with payments taken at the time of appointment
- Monitor and resolve issues, complaints, and service recovery matters professionally and promptly
- Consultant & Patient Relationships
- Build and maintain strong, credible relationships with Consultants across all Fortius centres
- Work closely with clinical teams and departmental leaders (including Consultant Support, Nursing, and Imaging) to ensure seamless, personalised patient pathways
- Provide an exceptional and discreet service for high‑profile and VIP patients
- Performance, Quality & Governance
- Monitor key performance indicators including patient satisfaction, Consultant satisfaction, clinic volumes, and utilisation
- Analyse trends and present insights and recommendations to the Senior Management Team when required
- Lead on patient satisfaction feedback and implement improvement action plans
- Participate in the Quality Group, investigating incidents and cascading learning and improvement plans
- Work in partnership with the Quality team to ensure all sites meet CQC standards, striving for Outstanding across all five Key Lines of Enquiry
- Lead preparation for inspections, including mock inspections, ensuring teams are confident and well prepared
- People Management
- Lead, recruit, induct, and develop the Front of House and Concierge teams
- Ensure high service standards through regular training, clear expectations, and ongoing performance management
- Maintain appropriate staffing levels to meet demand and deliver an outstanding patient experience
- Clinic Environment
- Ensure every patient interaction reflects Fortius’ premium standards
- Oversee front‑of‑house activity to ensure patients are welcomed, escorted, checked in and out efficiently and professionally
- Monitor the clinic environment and expedite facilities issues promptly for swift resolution
About Fortius
Fortius Clinic is part of Affidea Group, Europe’s leading provider of advanced diagnostics, outpatient, and cancer care services. As the UK’s foremost private orthopaedic and sports injury group, Fortius brings together over 150 top specialists across multiple London‑based facilities, including outpatient clinics, a surgical centre, and an inpatient unit for joint replacement surgery. Following its acquisition by Affidea, Fortius benefits from the scale, innovation, and clinical excellence of a network spanning over 330 clinics in 15 countries. This integration strengthens Fortius’ ability to deliver world‑class musculoskeletal care, supported by Affidea’s expertise in diagnostic imaging and comprehensive healthcare services.
Head of Customer Experience employer: Fortius Clinic
Contact Detail:
Fortius Clinic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience philosophy and think of ways you can contribute to it. Tailor your answers to show how your skills align with their goals – this will make you stand out!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. This will help you articulate your thoughts clearly and confidently when it’s your turn in the hot seat.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. So, go ahead and hit that apply button!
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Experience role. Highlight your experience in customer journey design and operational excellence, as these are key aspects of the job.
Showcase Your Leadership Skills: We want to see how you've led teams and driven a customer-first culture in your previous roles. Share specific examples that demonstrate your ability to manage and develop teams effectively.
Emphasise Innovation: This role is all about enhancing customer experience through innovative solutions. Don’t forget to mention any digital initiatives or improvements you've implemented that have positively impacted customer satisfaction.
Apply Through Our Website: For the best chance of success, make sure you apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Fortius Clinic
✨Know the Company Inside Out
Before your interview, make sure you research Fortius thoroughly. Understand their mission, values, and the specifics of their customer experience strategy. This will not only help you answer questions more effectively but also show that you're genuinely interested in the role.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully led customer experience initiatives or improved service delivery. Be ready to discuss how you’ve built relationships with teams and resolved issues, as these are key aspects of the Head of Customer Experience role.
✨Showcase Your Leadership Style
As a senior role, they’ll want to know how you lead and inspire teams. Be prepared to talk about your approach to people management, training, and maintaining high service standards. Highlight any innovative strategies you've implemented in previous roles.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about their current challenges in customer experience or how they measure success in this role. This shows your strategic thinking and genuine interest in contributing to their goals.