Client Care Executive job at London Full Time

The Client Care Executive serves as the first point of contact for new referrals and enquiries, supporting clients, families, solicitors, and professional referrers at the earliest stage of engagement with the organisation. The role is responsible for managing incoming enquiries, gathering relevant information, assessing urgency and suitability in line with organisational criteria, and coordinating appointments with the appropriate consultants.

Acting as a key gateway into the service, the executive ensures that enquiries are handled promptly, professionally, and empathetically, maintaining high standards of client experience while supporting efficient access to assessment services. The role involves proactive follow-up, clear communication, and accurate record-keeping to ensure that appropriate enquiries progress smoothly through the intake pathway.

Working closely with the Operations Manager and clinical teams, the Client Care Executive contributes to operational performance by maintaining responsiveness, supporting service accessibility, and ensuring consistent administrative processes. Through structured enquiry management and effective coordination, the role helps safeguard service quality, operational resilience, and sustainable organisational performance.

Responsibilities

• First point of contact for all new enquiries.

• Assess suitability, urgency, and complexity of referrals.

• Gather instructions, documentation and background information to support assessments.

• Coordinate appointments with consultants (scheduling, rescheduling and cancellations).

• Maintain accurate CRM records.

• Manage expectations and provide clear communication to clients and referrers.

• Collaborate with peers to ensure coverage, support, and consistent service delivery.

• Contribute and maintain operational KPIs including enquiry response times, conversion rates, client satisfaction and prompt communication with all stakeholders.

• Provide cross-cover support for other members of the operations team when needed. Only during periods of staff shortage or urgent demand; this is not a core function of the role.

Job Types: Full-time, Permanent

Pay: From £25,000.00 per year

Benefits:

• Casual dress
• Work from home

Education:

• GCSE or equivalent (required)

Experience:

• Customer service: 1 year (required)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in London SE1