Customer Relationship Manager

2 weeks ago


United Kingdom The Soke Full time €32,000 - €37,000

Enquiries and Client Services Manager Department: Central Client Services Team
Commercial/Administrative
Ensure responsiveness to email and telephone enquiries from new clients in a prompt and professional manner.
Ensure relevant enquiry and referral information is detailed in Semble (The Soke medical record system)
Provide feedback on the efficiency of, and drive improvement of, the customer service process to ensure the client experience remains at the heart of the service. 
Ensure the clinical team maintains the highest standards of clinical record keeping and report writing in accordance with professional codes of practice of the British Psychological Society and The Soke policies and practices.
Train and support all new Practitioners in the operation of the telephone system and clinical record system, as part of the Induction process. 
Communicate and coordinate with colleagues as necessary to ensure the client is receiving service of exceptional quality at all times. 
Be the first point of contact for onsite client concerns and complaints in relation to their treatment.
Support the Client Experiences Manager with collection and collation of formal client feedback.
Develop increased knowledge of mental health, services at The Soke and members of the clinical team to enable appropriate recommendations to be made to clients about the services that are available to them, identifying clinicians that are suitable both clinically but personally.

Read, comply with and contribute to all relevant internal and statutory policies and procedures. 
Undertake mandatory training as deemed appropriate by the organisation.
Maintain confidentially in line with Policies and Procedures.

The post holder is expected to comply with all policies and procedures whilst also working to create a strong sense of identity and culture onsite, benefitting themselves and their colleagues including practitioners, as well as clients, and serving to establish the best-in-class mental health and wellbeing service in central London and the foundation for further organisational growth.

The importance of a warm, collegial, and generous working culture is paramount, as every position demands extensive levels of interaction with individuals inside and outside of the organisation, and every member of the organisation is considered to be an ambassador not just for what we do but who we are.



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