Customer Service Advisor - Patient Liaison

Job title: Customer Service Advisor - Patient Liaison

Location: London, NW1 4LJ (hybrid options post training period)

Salary: £30,000

Term: Permanent

Hours: Full-time (rotational shifts)

Do you thrive in a fast-paced environment where precision really matters?

A little about the role

Are you passionate about health and making a positive difference in people's lives? Our team is dedicated to supporting our patients every step of the way on their journey with us. This is a key role in our organisation as you'll be setting the tone from the very first interaction. You'll shape how our patients feel about us right from the start, building confidence, trust, and a positive experience that lasts throughout their journey with us. So, if you're someone who genuinely cares and thrives on helping others, we'd love to hear from you!

What you'll be doing

In this role, you'll be right at the heart of the action, guiding patients through their entire booking journey, from Consultant consultations, scans, inpatient, and pre-assessment appointments. You'll also work closely with patients and insurers to make sure everything's good to go before treatment.

You'll often be the first friendly voice our patients hear, helping with questions, sorting bookings, and tackling any last-minute hiccups. Whether you're confirming procedures or making sure things run smoothly, you'll be playing a big part in keeping the experience simple, supportive, and stress-free for both patients and consultants.

The Patient Liaison team operates across multiple sites to ensure support for both patients and back office duties. The office locations are based within our Main Hospital at 20 Devonshire Place and 22 Devonshire Place. Shifts are rotational and also include time spent at Park Square West. This role involves a hybrid of patient-facing and back-office responsibilities, offering a dynamic working environment that supports our patient pathway and service requirements.

What we're looking for

• We're looking for customer facing experience, be that hospitality or retail, phone-based customer service experience is ideal but not essential as our training will cover this!
• Strong written and verbal communication, with a confident and professional telephone manner
• Good IT skills
• Organised, detail-focused and able to work well under pressure in a fast-paced environment
• A team player with a flexible, can-do approach and a genuine interest in supporting patients

Working hours/shift pattern

37.5 hours, rotational shifts of 7.5 hours Monday to Sunday (earliest start 7 am and latest finish is 8 pm) and approx. 1 Saturday in every 5 weeks but you'll get a day off in lieu.

Induction and training

• We have a fantastic 12-week training programme to set you up for success and thrive in your new role. You will have an individual mentor assigned to you who will coach and guide you building a dynamic training plan tailored to your needs.
• Training starts with learning the basics of the system you will be using and performing administrative tasks before moving on to patient registration and responding to patient enquiries via email. After this, you will move on to making outgoing calls to schedule patient appointments and the final part of training will involve dealing with incoming calls. Your mentor will initially answer calls so you can get familiar with the types of calls we receive and slowly build confidence before taking calls yourself, with support and feedback from your mentor.

About us

At The London Clinic, everything starts with our people. Whether you're at the bedside or behind the scenes, your part of something bigger - making a real difference to patients and to each other, every day.

As the UK's largest independent charitable hospital, we care for over 120,000 patients each year. What makes us different is what we do with that success - we reinvest it back into our services, our technology, and, most importantly, our people. From developing, innovative, new ways of delivering care to supporting continuous learning and career progression, we're always looking ahead.

We are incredibly proud to be the only independent healthcare provider included in the Top 10 of the Financial Times' UK Best Employers Survey 2026.

What's in it for you

• Life insurance - Get life cover worth four times your salary, whether you're full-time or part-time.
• Private medical cover - Once you've passed probation, our employee medical scheme gives you fast-track access to private healthcare.
• Pension - Join our matched pension scheme.
• Employee assistance programme - From stress to practical guidance, our counselling service has your back.
• Blue light card - Unlock thousands of discounts! From supermarkets to holidays, fashion, tech, and days out, your Blue Light Card makes it all cheaper.
• Cycle to work - Pedal your way to a healthier, greener commute! Enjoy tax-free benefits while reducing your carbon footprint.
• Electric car scheme - Our Electric Car Scheme makes switching to a cleaner, eco-friendly ride simple and affordable.
• Subsidised staff restaurant - Dig into a variety of tasty, healthy meals without denting your wallet.
• Recognition programmes - Celebrate wins big and small! Our Recognition Programmes make sure your hard work doesn't go unnoticed.

How to find us

Our main hospital is based at:

20 Devonshire Place, London, W1G 6BW

Located in central London near Harley Street, we are within walking distance of:

• Oxford Circus
• Bond Street
• Baker Street
• Great Portland Street

This role will be based from

1 Park Square West, London, NW1 4LJ and also 20 & 22 Devonshire Place, W1G 6BW - all within quick walking distance of each other!

We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy, then please contact a member of our recruitment team.

The London Clinic values a diverse workforce and welcomes applications from all backgrounds. If you have the skills and experience for the role, we encourage you to apply. We are committed to supporting candidates throughout the recruitment process and will make reasonable adjustments where needed - please let us know if there is anything we can do to support you.