Customer Service Team Lead (Patient Access)

Location: The London Clinic - Outpatients & Diagnostics

Salary: c£38,000 dep on exp + benefits

Hours: 40 hours p.w, core hours typically 9am-6pm, Monday-Friday (occasional flexibility required for early starts, evenings or weekends)

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).

Benefits

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.

In return, we offer:

• Core office-style hours - typically Monday to Friday, 9am-6pm, with only occasional flexibility required.
• A comprehensive benefits package including:
• Private medical insurance.
• Contributory pension scheme (up to 20%).
• 25 days' holiday plus bank holidays.
• 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.