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For Companies At a Glance
- Tasks: Lead a dynamic team to ensure exceptional patient experiences and smooth operations.
- Company: Join The London Clinic, a respected private hospital with a supportive culture.
- Benefits: Enjoy competitive salary, private medical insurance, and retail discounts.
- Why this job: Make a real difference in healthcare while developing your leadership skills.
- Qualifications: Experience in customer service leadership and strong communication skills required.
- Other info: Flexible working options and clear career pathways for growth.
The predicted salary is between 32000 - 42000 £ per year.
Join to apply for the Customer Service Team Lead (Patient Access) role at The London Clinic. This range is provided by The London Clinic. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range: c£38,000 dep on exp + benefits
Location: The London Clinic - Outpatients & Diagnostics
Hours: 40 hours p.w, core hours typically 9am-6pm, Monday-Friday (occasional flexibility required for early starts, evenings or weekends). There may be the opportunity to work from home up to one day per week following successful completion of probation, subject to operational requirements.
The Role
Are you a Team Leader, Manager or Supervisor from retail, hospitality, airlines or another fast-paced service industry looking for a career move with greater stability and growth? At The London Clinic, one of the UK's most respected private hospitals, we are looking for a Customer Service Team Lead to join our Patient Access team. This is not just an administrative role - it’s about leading people and creating outstanding first impressions, ensuring every patient and visitor receives a seamless, professional and compassionate experience. You’ll bring your leadership skills from customer service and apply them in healthcare, where they can truly make a difference.
Responsibilities
- Lead, motivate and support a team of Senior Coordinators and Coordinators.
- Ensure smooth day-to-day front-of-house operations: registrations, enquiries, payments and billing.
- Champion patient experience and service recovery, resolving escalations with empathy and professionalism.
- Monitor team performance against service standards, KPIs and financial accuracy.
- Work closely with Consultants, Secretaries and Clinical teams to ensure a seamless patient journey.
Skills & Experience
- Proven experience as a Team Leader or Supervisor in hospitality, retail, airlines, luxury services or healthcare.
- Strong people skills: coaching, motivating, and managing teams effectively.
- Excellent communication and service recovery skills - calm, adaptable and professional under pressure.
- Financial awareness, including handling payments, reconciliations and billing accuracy.
- IT literacy and confidence to learn patient/customer systems (Meditech desirable).
We know that people from hospitality, retail and customer service industries bring outstanding soft skills, adaptability and resilience - exactly what makes our Patient Access team thrive.
Benefits
- Core office-style hours - typically Monday to Friday, 9am-6pm, with only occasional flexibility required.
- Private medical insurance.
- Contributory pension scheme (up to 20%).
- Life assurance.
- Season ticket loan.
- Retail and leisure discounts.
- A professional, supportive environment with clear career pathways.
- The opportunity to apply your customer service leadership skills in healthcare, making a real difference to patients' lives.
Apply today and take your next career step in a role that offers professional growth, purpose and work-life balance.
We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitment team.
The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, please apply - we would love to hear from you regardless of your background.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Customer Service and Health Care Provider
Industries: Hospitals
Customer Service Team Lead (Patient Access) employer: The London Clinic
Contact Detail:
The London Clinic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead (Patient Access)
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare and customer service sectors. You never know who might have a lead on the Customer Service Team Lead role at The London Clinic. Plus, personal referrals can really make your application stand out.
✨Tip Number 2
Prepare for the interview by practising common questions related to team leadership and patient experience. Think about how your past roles in hospitality or retail can translate into this new position. We want you to showcase your skills and how they can make a difference in healthcare!
✨Tip Number 3
Showcase your soft skills! During interviews, highlight your ability to motivate and support teams, as well as your communication prowess. Remember, it’s all about creating that seamless, professional experience for patients and visitors.
✨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 serious about joining The London Clinic and making a real impact in patient access.
We think you need these skills to ace Customer Service Team Lead (Patient Access)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience in customer service and any relevant achievements that show how you can make a difference in healthcare.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about this role. Share specific examples of how you've led teams and improved customer experiences in previous roles, especially in fast-paced environments.
Showcase Your Soft Skills: We value strong people skills! In your application, emphasise your ability to coach, motivate, and manage teams effectively. Mention any experience you have with service recovery and handling escalations with empathy.
Apply Through Our Website: For the best chance of success, apply directly through our website. This ensures your application gets to the right people and shows us you're serious about joining The London Clinic team!
How to prepare for a job interview at The London Clinic
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Team Lead role. Familiarise yourself with the responsibilities and how your past experiences in hospitality or retail can translate into healthcare. This will help you articulate your fit for the position.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership abilities. Think of times when you motivated a team or resolved conflicts effectively. The London Clinic values strong people skills, so be ready to discuss how you've successfully led teams in high-pressure environments.
✨Emphasise Patient Experience
Since this role is all about creating outstanding first impressions, be prepared to talk about your approach to customer service. Share specific instances where you championed patient experience or handled service recovery with empathy and professionalism.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
