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- Tasks: Lead and shape the customer journey, ensuring a seamless experience for every patient.
- Company: Join Fortius Clinic, a leader in advanced diagnostics and outpatient care.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Other info: Be part of a growing network with opportunities for career advancement.
- Why this job: Make a real impact on patient experiences and drive innovation in healthcare.
- Qualifications: Proven leadership skills and a passion for customer service excellence.
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 in London employer: Fortius Clinic
Contact Detail:
Fortius Clinic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in London
✨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. Building relationships can open doors that a CV just can’t.
✨Tip Number 2
Show off your personality! When you get the chance for an interview or informal chat, let your passion for customer experience shine through. Share stories that highlight your skills and how you’ve made a difference in previous roles.
✨Tip Number 3
Research the company inside out. Understand Fortius’ values, mission, and recent developments. This knowledge will help you tailor your conversations and show that you’re genuinely interested in being part of their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join the Fortius family.
We think you need these skills to ace Head of Customer Experience in London
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer experience shine through. We want to see how you can bring a customer-first culture to life and make every patient feel valued.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experiences that align with the Head of Customer Experience role. We love seeing how your past roles have prepared you for this exciting opportunity!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and skills stand out without unnecessary fluff.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this fantastic role at Fortius.
How to prepare for a job interview at Fortius Clinic
✨Know the Company Inside Out
Before your interview, dive deep into Fortius and understand their mission, values, and the specifics of their customer experience strategy. Familiarise yourself with their services and recent developments in the healthcare sector. This will not only show your genuine interest but also help you align your answers with their goals.
✨Showcase Your Leadership Skills
As a Head of Customer Experience, you'll need to demonstrate strong leadership capabilities. Prepare examples from your past experiences where you've successfully led teams, implemented strategies, or improved customer journeys. Be ready to discuss how you can foster a customer-first culture and drive operational excellence.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-life situations. Think about potential challenges in patient pathways or service recovery scenarios and how you would address them. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Engage with Questions
Interviews are a two-way street! Prepare thoughtful questions that reflect your understanding of the role and the company. Ask about their current challenges in customer experience or how they measure success in patient satisfaction. This shows your proactive approach and genuine interest in contributing to their success.