At a Glance
- Tasks: Lead a team to deliver exceptional customer service in a fast-paced healthcare environment.
- Company: Join The London Clinic, the UK's largest independent charitable hospital.
- Benefits: Enjoy life insurance, private medical cover, pension contributions, and discounts with a Blue Light Card.
- Other info: Flexible working hours and opportunities for continuous learning and career progression.
- Why this job: Make a real difference to patients while developing your career in a supportive environment.
- Qualifications: Experience in a supervisory role, excellent communication skills, and a passion for patient care.
The predicted salary is between 29616 - 36198 £ per year.
Location
London, NW1 4LJ
Salary
From £35K dep on exp + benefits
Term
Permanent
Hours
37.5 hours, mix of shifts between 8 am and 6 pm, Mon - Sun.
Are you someone who thrives in a fast-paced healthcare environment, leads with confidence, and delivers compassionate service during sensitive patient journeys?
About the role
The Senior Customer Service Advisor (SCSA) will work as part of the Customer Service Team and provide support to the Team Leader for the line management and mentorship of Customer Service Representatives.
You will be ensuring the efficient day to day running and operational support of a multi-functional Outpatient and Inpatient medical and surgical team whilst delivering high quality.
As SCSA, you will drive KPI's for pre-authorisation and pre-paid hospital treatment and be responsible for handling complex customer enquiries, ensuring exceptional service delivery, resolving escalated issues, and supporting continuous improvement initiatives.
This role requires a high level of professionalism, problem-solving skills.
You will have responsibility for staffing, team performance with a passion for continuous service improvement with role modelling attributes.
- What you'll be doing
- Support the Team Leader with the day-to-day management of the Customer Service Advisor team, ensuring a high-quality, patient-focused service.
- Act as the senior point of contact, providing guidance, resolving escalations and leading the team in the Team Leader's absence.
- Ensure calls, appointments and enquiries are managed accurately, efficiently and within agreed service standards.
- Coordinate team rotas and resources to maintain effective service delivery.
- Build strong working relationships with patients, consultants, medical secretaries and internal departments.
- Support the recruitment, induction, training and ongoing development of Customer Service Advisors.
- Monitor performance, data quality and service levels, providing feedback and identifying opportunities for continuous improvement.
- Promote compliance with Clinic policies, procedures and values, fostering a positive, collaborative and customer-focused culture.
- Support performance reviews, objective setting and personal development planning for team members.
- Lead by example, encouraging effective communication, teamwork and a culture of continuous learning.
What we're looking for
- Previous experience in a Senior or Supervisory role within a busy contact centre, ideally in a healthcare environment.
- Experience supporting or line managing a team, including coaching, induction and performance management.
- Proven ability to motivate and develop others while fostering a positive, high-performing team culture.
- Experience working to service standards and performance targets (SLAs/KPIs) in a fast-paced environment.
- Excellent customer service and communication skills, with the ability to handle sensitive conversations and resolve complaints professionally.
- Strong organisational skills with the ability to prioritise competing demands and remain calm under pressure.
- Confident using contact centre systems and Microsoft Office; knowledge of Meditech is desirable.
- Able to build effective relationships with patients, consultants, colleagues and other stakeholders.
- Passionate about delivering an outstanding patient experience, continuous improvement and living The London Clinic's values.
- Flexible, resilient and professional, with a collaborative approach and commitment to supporting the wider team.
About us
At The London Clinic, everything starts with our people.
Whether you're at the bedside or behind the scenes, your part of something bigger - making a real difference to patients and to each other, every day.
As the UK's largest independent charitable hospital, we care for over 120,000 patients each year.
What makes us different is what we do with that success - we reinvest it back into our services, our technology, and, most importantly, our people.
From developing, innovative, new ways of delivering care to supporting continuous learning and career progression, we're always looking ahead.
We are incredibly proud to be the only independent healthcare provider included in the Top 10 of the Financial Times' UK Best Employers Survey 2026.
- What's in it for you
- Life insurance - Get life cover worth four times your salary, whether you're full-time or part-time.
- Private medical cover - Once you've passed probation, our employee medical scheme gives you fast-track access to private healthcare.
- Pension - Join our matched pension scheme and enjoy up to 10% contributions.
- Employee assistance programme - From stress to practical guidance, our counselling service has your back.
- Blue light card - Unlock thousands of discounts! From supermarkets to holidays, fashion, tech, and days out, your Blue Light Card makes it all cheaper.
- Cycle to work - Pedal your way to a healthier, greener commute! Enjoy tax-free benefits while reducing your carbon footprint.
- Electric car scheme - Our Electric Car Scheme makes switching to a cleaner, eco-friendly ride simple and affordable.
- Subsidised staff restaurant - Dig into a variety of tasty, healthy meals without denting your wallet.
- Recognition programmes - Celebrate wins big and small! Our Recognition Programmes make sure your hard work doesn't go unnoticed.
- How to find us
Our main hospital is based at
- Located in central London near Harley Street, we are within walking distance of:
- Oxford Circus
- Bond Street
- Baker Street
- Great Portland Street
- This role will be based from
- 1 Park Square West, London, NW1 4LJ
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 values a diverse workforce and welcomes applications from all backgrounds.
We are committed to supporting candidates throughout the recruitment process and will make reasonable adjustments where needed - please let us know if there is anything we can do to support you.
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Senior Customer Service Advisor - Patient Liaison employer: The London Clinic
The London Clinic is an exceptional employer, offering a dynamic work environment where ambition and personality are celebrated. With a strong commitment to employee growth through clear career pathways and access to further education, staff can thrive in their roles while contributing to outstanding patient care in one of London's most respected private hospitals. The supportive and collaborative culture, combined with the opportunity to make a real impact in healthcare, makes this an attractive place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Advisor - Patient Liaison
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The London Clinic. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The London Clinic before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Advisor - Patient Liaison
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The London Clinic:Your cover letter is your chance to shine! Tell us why you want to work at The London Clinic specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The London Clinic!
How to prepare for a job interview at The London Clinic
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
