Job Description

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Customer Service Experience Manager

Are you obsessed with great customer service?

Do you notice when someone delivers a five-star experience -- and feel frustrated when others don't?

Are you the kind of person who believes every patient deserves to feel valued, cared for, and understood?

If that sounds like you, you might be exactly who we're looking for.

At

Westmount Dental

, we're proud to deliver exceptional care across

six practices in the North East

. Now we're searching for a

Customer Service Experience Manager

to make sure every patient experience -- from the first call to the final visit -- feels truly five-star.

What You'll Do

As our

Customer Service Experience Manager

, you'll be the driving force behind delivering outstanding patient care across all Westmount Dental practices.

Your mission? To make every interaction feel personal, professional, and memorable.

You'll do that by:

Coaching and inspiring teams

- delivering training and workshops that build confidence, consistency, and warmth across front-of-house and clinical support teams.

Visiting practices weekly

- observing how service is delivered, celebrating great interactions, and giving practical, supportive feedback that helps teams improve.

Setting and maintaining service standards

- developing clear processes, checklists, and communication guidelines to ensure excellence across every site.

Owning our patient feedback loop

- monitoring NPS and Google reviews, responding professionally, and using insights to drive continuous improvement.

Protecting and enhancing our reputation

- ensuring every review, compliment, or complaint is acknowledged and acted upon quickly and constructively.

Supporting patient loyalty

- contacting membership leavers to understand their experience, rebuild relationships, and reduce cancellations.

Reporting and sharing insights

- preparing simple, actionable reports on service performance, feedback trends, and training outcomes for the leadership team.

Championing a five-star culture

- being visible, approachable, and passionate about making every patient feel cared for and every team proud of what they deliver.

What You'll Bring

3+ years' experience leading or training customer service teams -- ideally in

healthcare, dental, hospitality, or retail

. A passion for people and genuine pride in delivering quality experiences. Confidence giving feedback and motivating teams. Excellent communication skills and a positive, can-do attitude. A full UK driving licence and ability to travel between our practices.
(Bonus points if you've worked in a dental or healthcare setting, or hold a service/training qualification.)

How You'll Work

Around

3 days per week

visiting our practices across the North East. Around

2 days

at our

Central Office

for planning, reporting, collaboration, and reputation management. You'll have flexibility to plan your week for maximum impact --

mileage and expenses covered.

Why Join Westmount Dental?

A genuine opportunity to

shape the patient experience

across a respected dental group. A flexible, field-based role with

real autonomy and support.

Competitive salary

and opportunities for growth and development. A friendly, forward-thinking team that believes in

doing things the right way.

If you believe five-star service isn't a bonus -- it's the standard -- then you'll fit right in at

Westmount Dental.

Join us, make an impact, and help shape the way patients experience dental care in the North East.

Job Type: Full-time

Pay: From 35,000.00 per year

Work Location: In person