Front of House Customer Advisor - London

Reporting to: Head of Clinical Operations

Contract Classification: Full time

Location: Based out of our London Clinics

About us

Established in 2015, HA has already grown to be the UK's largest postgraduate training provider in aesthetic medicine. As providers of exceptional higher education, our main goal is to improve patient safety through our training; raising educational standards for the most widely requested non-surgical cosmetic procedures: injectables and cosmetic dermatology treatments.

Position Overview

Are you proactive and independent, looking for a full time role joining our lovely Front of House team at The Academy Clinic and STORY clinic London, with the aim of delivering a memorable customer experience?

Primary Responsibilities

• Day to day patient bookings and communicating the company cancellation and lateness policy to clients.
• Pending location, you may be required to assist the Head of Clinical Operations with stock take activities.
• Maintaining an exceptional customer experience at every touchpoint of the client journey, from over the phone to in the clinic.
• The ability to recommend services and retail products based on the patients goals and concerns to generate service bookings and product sales.
• Ensuring all client records are kept up to date.
• To confidently and competently manage and overcome customer complaints/challenges face to face and over the phone.
• Building and continuously updating knowledge on our treatments and products.
• Helping to identify trends in customer satisfaction and dissatisfaction.
• Ensuring patient enquiries are dealt with quickly and efficiently.
• Liaising with our Patient Coordinator and clinical team as required.
• Helping to maintain the smooth running of the clinic and front of house area, including clinic step up and strike down.
• Performing other duties as required, based on business needs.
• Setting up for events, both internal and external.

This job description is intended to provide a general overview of the position and is not an exhaustive list of responsibilities. Other duties may be assigned as needed to meet the organisation's objectives.

Skills and Experience

• Experience within beauty, retail, aesthetics, customer service or front of house.
• A level headed team player who is willing to roll their sleeves up and be a team player.
• Ability to proactively explore opportunities, improve processes and use own initiative.
• An articulate and confident communicator.
• Ability to work flexibly when required across multiple sites in London and also including weekends.
• Has an understanding of the challenges of working in a rapidly evolving environment.

At Harley Academy, our employees are the cornerstone of our success. We prioritise staff well-being through a comprehensive benefits package including:

• The Harley Academy Social Committee organises a diverse array of events throughout the year, catering to all our staff.
• Gym access at our Threadneedle site.
• All employees are entitled to a staff treatment allowance which renews annually and can be redeemed across multiple treatments at any of our sites. Treatments range from anti-wrinkle, filler, skin boosters, as well as complimentary facial peels all year round.
• Family & friend discount scheme.
• All staff have continuous access to our registered organisational-therapist, for one-off or ongoing appointments.

Our Values

• Ethical
• Positive
• Growth Minded