Seasonal Customer Care Associate - Office Based

Join Our Growing Team at The Chelsea Psychology Clinic! At The Chelsea Psychology Clinic (TCPC), we’re a leading multidisciplinary practice committed to delivering outstanding mental health care. Our team includes highly skilled psychologists, psychiatrists, psychotherapists, and health professionals—all working together to create a supportive and forward-thinking environment. As we expand to meet increasing demand, we\’re looking for a dedicated and organised Customer Service professional to join our team. This is an exciting opportunity to be part of a fast-paced, high-performing clinic where your contributions will directly support the smooth running of operations and enhance the experience of both clients and clinicians. Work in a dynamic private healthcare setting Opportunities for professional development and growth If you’re proactive, detail-oriented, and passionate about delivering high-quality support in a clinical environment, we’d love to hear from you. Customer Service Representative Salary: £26,000 + bonus based on performance 5 hours per week, shift work between 8am–9pm (Monday-Friday) & Saturday (9am-6pm) Reports to : Head of Customer Operations & Director of Clinical Operations As a key member of the clinical triage team, the Customer Service Representative ensures the delivery of exceptional, white-glove experience to clients at our private mental health clinic. As the first point of contact, you will ensure clients feel informed and supported as they are matched with the most appropriate clinician and service. You will be confident discussing our clinicians, services, and fees in a clear and respectful manner that helps clients make informed decisions. Client Booking & Journey Support Relationship-building: Creating immediate rapport and trust, even in brief phone or email exchanges Confidently articulating the value of our services while remaining sensitive to client concerns Service knowledge: This element of the role is central to our clinic’s success and reputation, and we are seeking someone who takes pride in helping people take that first, important step toward psychological support. Client Support & Communication Support inbox triage, manage clinician availability, and ensure diary accuracy and efficiency. Carry out high-accuracy data entry, proofreading of reports or letters, and client information updates. Complaint Handling & De-escalation Own and lead resolution of complaints or service concerns escalated beyond the first line. Document, track, and analyse complaints to support service improvement with the HCO and Governance teams. Manage the shared clinic inbox to ensure urgent or high-priority queries are actioned promptly. Experience handling complaints and sensitive client conversations with discretion and care Comfortable working flexibly across shifts and locations Experience in private healthcare or mental health services Familiarity with high-net-worth client service etiquette CRM experience (e.g. 25 days of annual leave in addition to bank holiday ~ Private healthcare after successfully completing probation ~ Quarterly CPD and social events to enhance professional development and connect with the team ~ Comprehensive induction and commitment to ongoing training Shortlisted candidates will be invited to a virtual interview week commencing Monday 23rd June 2025.