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Job Post Details

Client Care & Quality Associate (Clinical/Medical Aesthetics) - job post

Confidential
London EC3M
£13.50 - £13.71 an hour - Permanent, Full-time

Job details

Pay

  • £13.50 - £13.71 an hour

Job type

  • Permanent
  • Full-time

Location

London EC3M

Benefits

Pulled from the full job description

  • Employee discount
  • Store discount

Full job description

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

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