Client Coordinator

2 weeks ago

London, United Kingdom Skin Laundry Full time

**1.** **Job Purpose**

The Client Coordinator will be the first point of contact at Skin Laundry. The role is responsible for directly interacting with clients, understanding their concerns, and directing them to the proper treatment or department at Skin Laundry’s medical facilities. This position is responsible for ensuring quality control and excellence in customer service is being delivered to our valued clients. The role includes coordinating front-desk activities, scheduling client appointments, redirecting phone calls, welcoming clients, explaining policies to clients, opening new client files, opening the office in the morning, closing the office in the evening, and maintaining the reception area.

**2.** **Duties and Responsibilities**

**2.1** **Operations**
- Coordinates front-desk activities, schedules patient appointments, redirects phone calls, opens new patient files etc.
- Maintains the Reception area.
- Introduces and explains new services, promotions, offers, packages etc. to all clients.
- Meets with new clients and provides them with a brief introduction to Skin Laundry’s services and departments.
- Provides all new clients with a tour of the facility, showing them the treatment rooms available, the machines that are used, briefly describing their functions and benefits.
- Explaining the pricing of initial services.
- Confirms bookings, follows up on no-shows and cancellations.
- Communicates with clients and responds to queries (calls, SMS, messages etc.) on the enquiry line.
- Actively engages with clients to ensure they are fully aware of all services, promotions, loyalty programs etc.
- Offers full comfort to in-house clients, checking on them to ensure that they are enjoying their treatments and gathering their feedback on the treatment.
- Follows up on all new clients (by phone) one day post treatment to record their feedback on their experience and book their next appointment.
- Communicates areas of improvement to the concerned departments to the Clinic manager.
- Responsible for gathering client feedback and reporting the same to the Clinic.
- Liaises with the marketing team in assisting with any influencers visiting Skin Laundry’s facility.
- Requests and encourages clients to complete surveys and share their reviews on their experience.
- Maintains an active report on the status of all new clients as a quick reference for others when off-duty.
- Ensures that the client database is updated, and all relevant information is recorded.
- Recommends ideas for promotions or new offerings, if required, based on client feedback.
- Effectively communicates and delegates tasks when necessary.
- Ensures a proper handover is done before going on leave.
- Adheres to the Skin Laundry’s vision and brand values.
- Adheres to Skin Laundry’s telephone standards.
- Performs other duties as assigned.

**2.2** **Sales & Marketing**
- Promotes and upsells new service and product additions.
- Introduces promotions, offers, packages etc.
- Actively sells packages, memberships, gift vouchers and retail products.
- Focuses on meeting and exceeding targets provided by management.
- Encourages clients to refer family and friends to Skin Laundry.
- Attends weekly meetings with the regional clinic manager to review reports, share feedback and brainstorm.
- Manages community management upon successfully handling all enquiries and leads.
- Assists with weekly and monthly reports as directed by the line manager.
- Responsible for requesting marketing collateral and communication, as needed.
- Reports any potential marketing leads to the regional clinic manager.

**2.3** **Personal responsibilities**
- Applies oneself to the job, continually upgrades oneself, and embraces Skin Laundry’s core values.
- Always demonstrates professional accountability and responsibility.
- Complies with the Code of Conduct of Skin Laundry.
- Maintains the strictest confidentiality and performs all duties in a professional manner.
- Maintains own staff development folder to record all educational and professional growth activities.

**3.** **Job Requirements**

**3.1** **Skills and Knowledge**
- Should have excellent communication and interpersonal skills.
- Should have excellent client interfacing skills.
- Should have organizational and time management skills.
- Ability to take initiative and to exercise independent judgement, decision-making and problem-solving expertise.
- Should be proficient in Microsoft Office systems.
- Ability to build a rapport with clients on the phone and in person.
- Ability to comprehend and make inferences from written material.
- Ability to produce clear and concise reports.
- Should have excellent negotiation skills.

**3.2** **Personal Traits**
- Should be presentable, have good manners and be always professional.
- Should be able to work under pressure and adhere to tight deadlines.
- Should be proactive, positive, enthusiastic, self-motivated, and flexible.
- Should demonstrate the

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