Context
The role is full-time role, working for a growing Independent Occupational Therapy Practice within the Centre of Hook, Hampshire. Reporting into our Client Services Manager and working closely with our Clinical Services team and our customers.
Introduction
This role suits an organised administrator with a strong customer service background. Healthcare experience is helpful but not essential. You will support the Client Services Manager by managing enquiries, coordinating client cases, and escalating complex issues when needed.
You will be the first point of contact for prospective clients, advising on services, preparing quotations, and converting enquiries into active cases. You will then manage each case smoothly, liaising with therapists, referrers and clients by phone and email to deliver a professional, reassuring customer experience.
This role requires excellent organisation, ownership and a solution-focused mindset. You will help manage a busy caseload, support colleagues, and go the extra mile to deliver outstanding customer service and build client confidence.
Our Company ethos
· We make clients & potential clients feel understood and provide sound professional advice.
· We are friendly & caring, but always remain professional.
· We are socially responsible – if there is a better option for a prospective client then we say so.
· We are client-focused and want to ensure our clients feel they are in safe hands.
· We are driven and go the extra mile if that is what is needed to keep a client happy.
Our success is built on professionalism, empathy and expert advice. As a key contact for clients, you will be expected to uphold these values and represent the business with care and confidence.
Details of the role
· Managing new enquiries and active client cases, with clinical guidance where needed.
· Acting as a key point of contact for clients, referrers and therapists.
· Handling phone and web enquiries, identifying client needs, and converting leads into cases.
· Delivering a friendly, professional and efficient customer experience at every stage.
· Coordinating active cases, including:
- Assigning cases to the right therapist.
- Monitoring case progress and escalating clinical queries when needed.
- Building strong relationships with clients, referrers and therapists.
· Supporting colleagues and contributing to team goals.
· Completing other duties as directed by the Clinical Services Manager.
· Identifying opportunities to improve service quality and client experience.
Skills and Qualifications
· Experience in customer service, sales, administration or healthcare is desirable.
· Willing to undertake a DBS check.
· Competent with computers and online technology (tech savvy).
· Strong written and verbal communication skills.
Personal Skills and Attributes
· Friendly, empathetic and customer-focused.
· Confident taking ownership and making sound decisions.
· Sales-minded, proactive and motivated to achieve the right outcome for clients and the business.
· Highly organised, efficient and able to manage multiple priorities.
· Excellent telephone manner - confident, warm and professional.
Working at The OT Practice
We pride ourselves on being a caring, friendly and professional company. We believe the growth of our business to date is directly attributed to ensuring our values are at the core of everything we do. New joiners will receive an initial induction period and undergo a 6-month probation period.
Working hours: Hours Monday to Friday 9am to 5.30pm (5pm Fridays).
Location: RG27 9HY, Hook Hampshire (free on-site parking and close to Hook railway station).
Hybrid Working Scheme: If full time, eligible role, and upon successfully passing probation.
Holidays: 31 days per year (including Bank Holidays) with option to "purchase" up to 3 additional days each year.
Access to Health Cash Plan: Providing cover for routine prescription/other medical costs as well as access to a 24 hour medical healthline staffed by experienced, specially trained nurses
Job Type: Full-time
Benefits:
- Company pension
- Free parking
Work Location: In person
Job Type: Full-time
Pay: £25,000.00-£27,000.00 per year
Benefits:
- Company pension
- Free parking
Work Location: In person
