Medical jobs in Woodford Green

The Role

We are seeking a professional, empathetic, and detail-oriented Client Experience & Quality Assurance Associate to assist with client-facing communication and ensure exceptional post-treatment experiences. This role is vital in maintaining our reputation for excellence by resolving complaints, monitoring client feedback, and ensuring that operational performance aligns with high industry standards.

Responsibilities:

Client Communication & Complaint Handling

• Serve as one of the main points of contact for client complaints and concerns, both in person and over email or phone.
• Ensure all client issues are handled with empathy, urgency, and discretion.
• Follow up with clients to confirm satisfactory resolution of their concerns.

Client Feedback & Reviews

• Proactively gather client feedback and encourage reviews across platforms.
• Monitor review platforms (e.g., Google, Trustpilot, RealSelf) and respond professionally to both positive and negative reviews.
• Identify recurring themes and work with internal teams to address service or process gaps.

Refunds & Insurance Claims

• Evaluate requests for refunds or treatment revisions in accordance with clinic policy.
• Liaise with insurers regarding client claims and documentation requirements.
• Maintain records of financial resolutions for audit and reporting purposes.

Quality Assurance & Performance Monitoring

• Monitor key performance indicators (KPIs) related to client satisfaction, complaint rates, and resolution times.
• Generate monthly reports highlighting underperforming areas and recommend action plans.
• Work closely with clinical, administrative, and marketing teams to improve quality of service delivery.

Documentation & Compliance

• Ensure all client interactions, complaints, and claims are accurately documented and securely stored.
• Keep up to date with regulatory changes relevant to the aesthetics industry, including insurance protocols and consent standards.

Key Skills & Competencies:

• Excellent verbal and written communication skills
• Empathetic and solutions-focused mindset
• Strong problem-solving and conflict-resolution skills
• Proficiency with CRM systems, email correspondence, and reporting tools (e.g., Excel, Google Sheets)
• Understanding of the aesthetics industry (preferred)
• Knowledge of insurance claim processes and GDPR (desirable)

Qualifications & Experience:

• 3+ years in a customer service, client relations, or quality assurance role
• Experience in aesthetics, healthcare, or luxury service industries preferred
• Certification or training in conflict resolution, patient advocacy, or quality management is a plus

Benefits:

• Competitive salary
• Product and treatment discounts
• Professional development opportunities
• Positive, collaborative clinic culture

Salary: £13.50 per hour

Working Days/Hours: 3 week days (10.00 am to 8.00 pm) and a Saturday (10.00 am to 5.00 pm).

Pay: £13.50-£13.71 per hour

Benefits:

• Employee discount
• Store discount

Experience:

• Customer Service : 3 years (preferred)

Work Location: In person