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- Tasks: Lead and enhance the patient journey, ensuring a top-notch experience for every visitor.
- Company: Join Fortius Clinic, a leader in private orthopaedic and sports injury care.
- Benefits: Competitive salary, professional development, and a chance to shape customer experiences.
- Other info: Dynamic role with opportunities for growth in a supportive environment.
- Why this job: Make a real impact on patient care and drive innovation in healthcare services.
- Qualifications: Proven leadership in customer experience and strong relationship-building skills.
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 employer: Fortius
Contact Detail:
Fortius 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 to shine in front of the hiring team.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Head of Customer Experience
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
✨Know the Customer Journey Inside Out
Before your interview, make sure you thoroughly understand the end-to-end customer journey at Fortius. Familiarise yourself with their current processes and think about how you can enhance them. Be ready to discuss specific strategies you would implement to improve patient experiences.
✨Showcase Your Leadership Skills
As a Head of Customer Experience, you'll need to demonstrate strong leadership capabilities. Prepare examples from your past roles where you've successfully led teams or projects. Highlight how you fostered a customer-first culture and drove operational excellence in those situations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complaints or service recovery. Think of real-life examples where you turned a negative experience into a positive one, and be ready to explain your thought process during those situations.
✨Build Relationships with Key Stakeholders
Since this role involves working closely with clinical and non-clinical teams, prepare to discuss how you would build and maintain relationships with various stakeholders. Consider how you would engage with Consultants and other departments to ensure seamless patient pathways and operational efficiency.