Client Experience Manager

. Own the client journey from first interaction through the ongoing client relationship .

Posted 10/15/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Key responsibilities & impact

Own the client journey from first interaction through the ongoing client relationship
Champion exceptional customer service and maintain a welcoming, friendly and professional environment
Identify and implement improvements to the client experience
Ensure reception and client-facing areas are clean, organised and well presented
Monitor client feedback and use insights to improve service standards
Resolve minor client concerns and complaints, escalating complex matters when appropriate
Lead, support and motivate the client care team
Set client care and reception expectations and standards
Coach and train colleagues in delivering high levels of customer service
Support induction and development of new client care colleagues
Encourage the wider practice team to contribute to an outstanding client experience
Provide prospective and new clients with a welcoming introduction to the practice
Increase awareness and uptake of the practice care plan and ensure the team can explain its benefits
Oversee the day-to-day running of reception
Support diary management and appointment booking
Oversee the practice’s client debt management processes
Ensure outstanding balances are followed up promptly, consistently and sensitively

What you’ll need

Experience or capability to lead, support and motivate a client care team
Ability to set clear expectations and standards for client care and reception
Ability to coach and train colleagues in customer service
Ability to support the induction and development of new colleagues
Ability to manage reception operations, diary management and appointment booking
Ability to handle client feedback, concerns and complaints professionally
Ability to oversee client debt management and follow up outstanding balances sensitively

Comp & perks