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Administrator & Client Coordinator

March 5, 2026

The Soke is a founder-run organisation, the result of which is strong interpersonal working relationships as well as direct and easy access to the leadership team from staff in any role. 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. The post holder will be a point of contact to all existing clients, practitioners and referrers of this innovative, high end mental health and wellbeing centre. Time will be spent between liaising internally with the Clinical and Operational teams and externally with a range of stakeholders including GPs, consultant psychiatrists, other mental health practitioners, Medical Insurance Companies, corporates, parents and carers. The postholder will be incredibly organised, have excellent attention to detail and an ability to remain calm under pressure. The postholder will be required to work as part of a shift pattern to cover the service between 07:30 to 20:00 Monday – Friday with occasional Saturday cover 9:00 – 13:00, there may be scope to work across our two clinic locations Chelsea & Wimbledon supporting where the demand arises, opening the opportunity to support a large number of business areas ensuring customer service standards remain high whilst also revenue generating. MAIN RESPONSIBILITIES General: · Manage the bookings, payment and invoicing processes of existing clients, ensuring practitioners and their diaries are managed appropriately and at optimum capacity · Manage patient records (through our online clinical notes system, Semble) which comply with internal and national guidelines. · Respond to email and telephone enquiries from new and existing clients in a prompt and professional manner. · Provide feedback on the efficiency of the customer service process to ensure the client experience remains at the heart of the service. · Coordinate the completion and distribution of letters, reports and prescriptions to parents, schools, GPs and other referrers to in line with The Soke’s multi-disciplinary approach to treatment (where the appropriate consent has been provided). · 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. · When required, undertake data collection, audit and analysis · Where appropriate, attend internal meetings regarding the centre, reporting on the administrative and operational performance based on an agreed key performance indicators. · Provide feedback on the efficiency of the client experience to ensure the client experience remains at the heart of the service. · Train and support all new staff in the operation of the telephone system and clinical record system, as part of the Induction process. Client Experience: · Ensure that the centre maintains a profile of excellence in the worlds of mental health and wellbeing through the highest standards of liaison with all existing and potential clients and referrers. · Greet and welcome visitors to the centre, ensuring they are made comfortable whilst they wait to meet their practitioner. · Maintain a positive, empathetic, and professional attitude toward clients at all times, ensuring a smooth, transparent end-to-end client journey for people accessing services within the centre. · Communicate and coordinate with colleagues as necessary to ensure the client is receiving an exceptional, quality service at all times. · Be the first point of contact for onsite client concerns and complaints in relation to their treatment · Support the Client Services Manager with collection and collation of formal client feedback· Work with colleagues to identify areas for improvement and implement necessary operational change in relation to client satisfaction. · 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. Facilities: · Ensure that the entrances of the building are clean and well maintained. · Switch on all lights and check cleanliness of the interior on a daily basis, making a record of any poor levels of cleanliness or any maintenance issues and take necessary steps/action to remedy. · Ensure all loos are well stocked with loo roll, hand towels and hand soap and that all consulting rooms have tissues available. · Ensure lighting is correct on all floors and candle lights are on in the pods to create an inviting and calm environment · Ensure that all rooms are vacant, candle lights in the pods are off and switch off all lighting in the building if the last person to leave the building. Organisational: • 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. SUMMARY This list of responsibilities is not exhaustive and the post holder may be required to undertake additional duties which fall within the remit of the role. This job description will be reviewed on a regular basis, ensuring that the needs of both the individual and the organisation are continually aligned and met. 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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