Customer Care Coordinator

Mission The Wellness is a doctor-led private clinic built around precision diagnostics and preventive care. We help people understand their health in detail, through advanced blood panels, full body imaging and physician-led interpretation, and we track that picture over time through WAI. Our aim is simple. Catch things early, act on them properly, and give every guest a clear plan they actually follow. Every role here exists to make that experience feel considered, accurate and genuinely personal.

Why Join Us We are building a team of the best of the best. If you join, you will work alongside other A-players who hold the same bar you do, in a culture that is genuinely joyful to work in. You will have real independence in how you shape and run the guest experience, and as the clinic grows, so does your role, your responsibility and your rewards, with additional benefits unlocked as we hit key milestones together. This is a deliberately selective hire. Our process is highly competitive and hard to get into, because the person in this role defines how every guest experiences The Wellness. If that sounds like the standard you already hold yourself to, we want to hear from you.

Role Purpose Be the defining voice of The Wellness's guest experience. As Signature Concierge you own the guest journey from end to end, from first contact and onboarding through clinic visits, imaging and results to follow-up and ongoing care. You make sure every appointment is set up correctly, every result reaches the guest with the right context, and any problem is resolved before it becomes one the guest ever feels. This is a role for a service-driven professional who is warm, pays attention to every detail and calm when things move quickly.

What You'll Deliver in the First 6 to 12 Months Every guest receives a seamless, personalised journey from first enquiry through clinic visit and results to follow-up, with each step completed on time and to a defined standard.

A Guest Playbook is in place, covering SOPs, tone of voice and escalation routes, so the experience stays consistent no matter who is delivering it.

Clinic visits, blood draws and imaging are coordinated cleanly across every provider and site, with each guest briefed, prepared and personally looked after on the day.

Results and physician summaries reach guests clearly and promptly, with next steps booked in rather than left open.

Problems are caught early and handled efficiently, so a delay, a rescheduled scan or a missing detail is resolved before the guest is affected.

Working relationships across clinicians, operations, partners and the wider team are strong, so new services and improvements roll out smoothly.

What We're Hiring For Genuine warmth. You take the guest experience personally. People leave feeling looked after and they remember how you made things easy.

Precision under pressure. You hold quality and detail even when the day is full. Bookings, referrals and results are handled accurately, every time.

Calm ownership. When something slips, you step in, fix it, and keep the guest at ease while you do.

Discretion. You handle sensitive health information and high-profile guests with complete confidentiality and professionalism.

Comfort with systems. You pick up scheduling, CRM and clinical tools quickly and stay composed when something does not work as it should.

Compensation Competitive, and designed to grow with you. As the clinic reaches key targets, additional benefits and rewards unlock for the team that got us there. Full details discussed at interview.

Hiring Process Our process is selective by design and moves quickly for the right person: Application, submitted alongside a short culture test, which every candidate completes regardless of background.

Initial screening call.

Structured interviews with the team you would work with.

Formal offer and standard pre-employment checks.

Equal Opportunity and Inclusion The Wellness is committed to inclusive hiring and guest-first care. We welcome candidates from all backgrounds and encourage you to request any reasonable adjustments that would support your application.

Requirements Proven experience in luxury hospitality, concierge, private client or bespoke customer care.

Exceptional written and verbal communication.

Strong organisation and attention to detail across complex, multi-step booking journeys.

A proactive mindset that anticipates needs and resolves issues before they surface.

Comfortable across scheduling, CRM and case management tools.

Able to handle confidential guest information with discretion, including when working with high-profile individuals.

Preferred Experience supporting VIP, executive or international clients in a concierge or personal assistant capacity.

Familiarity with corporate, technology, healthcare or other regulated or high-standards environments.

Experience building SOPs, playbooks or service standards.

Additional languages, useful for supporting international guests.

None of the above is essential if you excel as an individual. We are hiring A-players first, and it is not uncommon for us to bring in outstanding people from entirely different fields of expertise.