The London Clinic
Senior Customer Service Advisor
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Job title: Senior Customer Service Advisor
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?
A little about the role
As a Senior Customer Service Advisor, you'll play a pivotal role in delivering an exceptional patient experience within our specialist Radiology service. As the senior member of a dedicated team, you'll oversee the day-to-day coordination of complex imaging appointments, including Nuclear Medicine, Molecular Imaging and Breast Imaging, while acting as the first point of escalation and supporting the Team Leader with operational leadership. Working closely with consultants, clinical teams and external partners, you'll manage sensitive patient pathways with empathy and precision, ensuring every patient receives outstanding care and service from referral through to treatment.
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.
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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, you're 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.
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How to find us:
Our main hospital is based at: 20 Devonshire Place, London, W1G 6BW
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. If you have the skills and experience for the role, we encourage you to apply. 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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