Customer Service Leader
Reports To
Practice Manager / Practice Owner
Job Purpose
The Customer Service Leader is responsible for delivering an exceptional patient experience throughout every stage of the patient journey. This role leads the reception and patient care team, ensuring outstanding customer service, efficient practice operations, and high levels of patient satisfaction, retention, and loyalty. The Customer Service Leader acts as a role model for professionalism, communication, and patient-focused care while supporting the achievement of the practice's business objectives.
Key ResponsibilitiesPatient Experience & Customer Service
- Lead and inspire the reception and patient care team to provide a consistently outstanding patient experience.
- Ensure all patients are welcomed warmly and treated with professionalism, empathy, and respect.
- Manage patient enquiries, concerns, and complaints promptly and effectively, seeking positive resolutions.
- Monitor patient feedback and implement improvements to enhance service quality.
- Develop and maintain strong relationships with patients to encourage loyalty and referrals.
- Ensure all patient communications, including telephone, email, SMS, and face-to-face interactions, reflect the practice's values and standards.
Team Leadership
- Supervise, support, and coach reception and customer service team members.
- Conduct regular team meetings, performance reviews, and one-to-one coaching sessions.
- Train new team members on customer service standards, systems, and practice procedures.
- Foster a positive, collaborative, and high-performing team culture.
- Lead by example in professionalism, appearance, and communication.
Practice Operations
- Oversee appointment scheduling to maximise diary efficiency and patient convenience.
- Ensure patient records are maintained accurately and confidentially in line with GDPR and practice policies.
- Monitor reception workflows and identify opportunities to improve efficiency.
- Support the implementation of practice systems, procedures, and service initiatives.
- Work closely with clinicians and management to ensure smooth day-to-day operations.
Patient Journey Management
- Monitor and improve every stage of the patient journey from initial enquiry through treatment completion.
- Ensure treatment plans and financial information are communicated clearly and professionally.
- Support patients with treatment coordination and follow-up communications.
- Promote patient education and awareness of available services and treatment options.
Business Performance
- Support practice growth through excellent patient retention and service standards.
- Monitor key performance indicators (KPIs) such as patient satisfaction, conversion rates, cancellations, and recall effectiveness.
- Identify opportunities to improve revenue through enhanced patient engagement and service delivery.
- Assist with marketing initiatives, patient referral programmes, and community engagement activities.
Compliance & Quality Assurance
- Ensure compliance with all relevant regulations, including GDPR, CQC standards, and practice policies.
- Maintain high standards of confidentiality, professionalism, and safeguarding.
- Support quality improvement initiatives and audits as required.
Skills & ExperienceEssential
- Previous experience in a customer service leadership, supervisory, or management role.
- Excellent communication and interpersonal skills.
- Strong organisational and problem-solving abilities.
- Experience handling customer complaints and difficult situations professionally.
- Ability to motivate, coach, and develop team members.
- High level of computer literacy and experience using practice management systems.
- Professional appearance and positive attitude.
Desirable
- Experience within a dental, healthcare, or private medical practice.
- Knowledge of dental terminology and patient care processes.
- Experience with treatment coordination and patient conversion.
- Understanding of CQC and GDPR requirements.
Personal Attributes
- Patient-focused and passionate about delivering exceptional service.
- Empathetic, approachable, and professional.
- Positive and proactive mindset.
- Strong attention to detail.
- Calm and confident under pressure.
- Committed to continuous improvement and team development.
- Able to build trust and strong working relationships across the practice.
Key Performance Indicators (KPIs)
- Patient satisfaction scores and reviews.
- New patient enquiry conversion rates.
- Patient retention and recall effectiveness.
- Appointment utilisation and diary efficiency.
- Reduction in complaints and service issues.
- Team engagement and performance standards.
- Achievement of practice growth and service objectives.
Mission of the Role
"To create an outstanding patient experience that exceeds expectations, builds lasting relationships, and supports the success and reputation of the dental practice through exceptional customer service leadership."
Job Type: Full-time
Pay: £15.00-£17.00 per hour
Work Location: In person
