Client Experience Manager

Key Responsibilities -Take ownership of the client journey, ensuring clients receive an excellent experience from their first interaction with the practice and throughout their ongoing relationship with us. -Champion exceptional customer service and create a welcoming, friendly and professional environment. -Identify opportunities to continually improve the client experience and implement changes where appropriate. -Ensure reception and client-facing areas are consistently clean, organised and well presented. -Monitor client feedback and use insights to improve service standards. -Resolve minor client concerns and complaints promptly, professionally and empathetically, escalating more complex matters when appropriate. Team Leadership & Development -Lead, support and motivate the client care team, creating a positive and high-performing environment. -Set clear expectations and standards for client care and reception. -Coach and train colleagues in delivering consistently high levels of customer service. -Support the induction and development of new client care colleagues. -Encourage the wider practice team to recognise the role everyone plays in delivering an outstanding client experience. -Ensure prospective and new clients receive a welcoming and engaging introduction to the practice. -Take ownership of increasing awareness and uptake of the practice care plan, ensuring the team can confidently explain its benefits to clients. -Oversee the day-to-day running of reception and ensure appropriate standards are consistently maintained. -Support effective diary management and appointment booking to provide clients with a smooth and convenient experience. -Oversee the practice’s client debt management processes. -Ensure outstanding balances are followed up promptly, consistently and sensitively.