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For Companies At a Glance
- Tasks: Lead and enhance 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 dynamic work environment.
- Other info: Join a team dedicated to delivering world-class musculoskeletal care.
- Why this job: Shape the future of patient care and make a real difference in people's lives.
- Qualifications: Proven leadership skills and experience in customer experience 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
- Lead and continuously enhance the end‑to‑end patient journey across Fortius, ensuring a consistently high-quality, personalised experience.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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 elevate facilities issues promptly to ensure 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 City of Westminster employer: Fortius
Contact Detail:
Fortius Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in City of Westminster
✨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 about how you can contribute to it. We want to see you shine, so practice your answers to common questions and come armed with examples of your past successes.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s also a great opportunity to reiterate why you’re the perfect fit for the Head of Customer Experience position at Fortius.
✨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, we love seeing candidates who are proactive and engaged with our brand. Let’s get you that dream job!
We think you need these skills to ace Head of Customer Experience in City of Westminster
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience management. We want to see how your skills align with our vision for a customer-first culture at Fortius.
Showcase Your Leadership Skills: As a senior role, we’re looking for someone who can lead and inspire teams. Share examples of how you've successfully managed teams and improved customer journeys in your previous roles.
Be Data-Driven: We love numbers! Include any relevant metrics or KPIs that demonstrate your impact on customer satisfaction and operational efficiency. This will show us you understand the importance of performance monitoring.
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 ensure you’re considered for this exciting opportunity at Fortius.
How to prepare for a job interview at Fortius
✨Know the Customer Journey Inside Out
Before your interview, make sure you thoroughly understand the end-to-end customer journey as it relates to Fortius. Familiarise yourself with their current processes and think about how you can enhance them. Be ready to discuss specific strategies you've implemented in the past that improved customer experiences.
✨Showcase Your Leadership Style
As a senior role, they’ll want to see how you lead teams. Prepare examples of how you've successfully managed and developed teams in previous roles. Highlight your approach to fostering a customer-first culture and how you’ve driven operational excellence in your past positions.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, such as resolving patient complaints or improving service delivery. Think through potential scenarios and prepare structured responses that demonstrate your problem-solving skills and ability to maintain high service standards.
✨Demonstrate Your Analytical Skills
Since monitoring key performance indicators is crucial for this role, be prepared to discuss how you've used data to drive improvements in customer satisfaction and operational efficiency. Bring examples of how you've analysed trends and made recommendations based on your findings.