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Front of House

Overview:

Founded in 2017, Self Space was launched to help address a growing need for accessible and contemporary mental health support. We provide flexible, forward thinking therapy to individuals and for some of the most progressive global companies from a broad range of creative and corporate industries, including tech, finance, advertising, marketing, hospitality and fashion.  Our mission is to have a Self Space on every High Street and transform and modernise mental health culture by supporting individuals and companies to reach their full potential. Our Vision is to create a more emotionally healthy world through progressive therapy and psychoeducation. 

The Role:

Do you have a passion for people? Would your friends describe you as empathetic? Are you the kind of person to take control of a group holiday itinerary? If you’ve whispered yes three times, then you might be who we’re looking for. This role would suit someone who has knowledge of mental health and therapy but enthusiasm and excitement to learn will go a long way too. This is a unique role with lots of room for growth and we’ll be encouraging you every step of the way while leaving room for you to take ownership. This front-of-house role is for you if you have a keen interest in people, internal systems and business & partnership operations. 

We are looking for a skilled and enthusiastic Front of House team member to provide high-quality customer services to our clients and much-needed business administrative support to our team. Knowledge and experience in customer service and/or operational support are desired but if you think you have transferable skills and want to tell us more, pop it in a cover letter and let us know. You will be located mainly at our brand new space in Kings Cross but there might be need to work from our Soho and Rivington St spaces too. Our spaces are the UK’s first therapy services on the high street and it’s important to us that Self Space has a warm, inviting and cozy vibe upon entry, it will be up to you and the rest of the front of house team to make that happen. We’re flexible and we hope you’ll be flexible too, we’re looking for someone who can work a mixture of weekdays and weekends to support our fast-growing business. If you are someone who is an excellent friendly communicator who can think on their feet and be versatile in their approach, then we’d love to hear from you.

Key Responsibilities: 

Customer Services:

  • Ensure the effective operation of your Self Space site, so that all clients, and therapists are greeted in a friendly and approachable manner, enquiries are dealt with promptly and they are directed to the appropriate person/location
  • Be the first face people see at Self Space and provide a meet and greet service to all clients when on site
  • Managing walk in bookings bookings
  • Monitoring incoming emails and responding swiftly and politely
  • Answering Self Space phone and responding to booking emails on hey@ and liaising with the team as necessary
  • Responding to client requests/ including issues logging or booking in, moving appointments etc
  • Responding quickly and professionally to queries from our corporate clients or redirecting them to an appropriate member of staff.
  • Maintaining regular contact with the senior team and ensuring any issues or queries are addressed promptly and professionally
  • Feeding back issues and problem-solving at the source
  • Assisting the Customer Success Manager with administrative support.

Business Administrative Support:

  • Ensure that operational procedures are followed on-site under the guidance of the Special Projects Executive.
  • Capturing data around sessions, retention and feedback and reporting to the Customer Success &amp; Partnerships departments.
  • Working closely with the senior clinical team to provide them with admin support and technical assistance.

Premises:

  • Report any supply shortages or maintenance issues to Special Projects Executive.
  • Be on-site to greet housekeeping or tradesmen for all sites

Essential Competencies:

  • Able to work effectively and cooperatively in a fast-paced environment… But we promise there are slower days too!
  • Willingness to be flexible to fit in with our ever-evolving needs including changing shift work and some weekend working.
  • An excellent telephone manner and a friendly and approachable attitude
  • Responsive and communicative with excellent verbal and written communication skills
  • Ability to work independently but also to be an integral part of our team
  • A methodical and thorough approach to work
  • Highly organised and able to prioritise
  • A desire to show initiative and an interest in our growing company
  • Good sense of humour and enjoy being part of a friendly social team.

What we offer:

  • Four weeks paid holiday plus bank holidays. If you need a mental health day, take one, we get it.
  • New MacBook pro/tech bundle
  • Access to personal development and learning
  • Discounted therapy sessions (outside of Self Space)
  • Financial Wellbeing Coaching through Bippit
  • 2 yearly team away days
  • Emi Scheme after one year

Our Values:

Self Space prides itself on our values that serve as a guiding force for the decisions and actions of each of us. We want to create a cohesive and consistent workplace, as well as establish a clear direction.

We want to use the values to attract and retain employees and build trust and credibility with clients, partners, and stakeholders, as they provide a clear indication of our priorities and how we conduct business. The successful candidate will not only align with these but will live them too!

Our Values are:

  • We keep clients at the heart of what we do – We do so with warmth, with welcome,
    inclusivity and groundedness.
  • We’re radically compassionate – We strive to understand the perspectives and
    experiences of others, and to approach all interactions with empathy.
  • We say what needs to be said – We celebrate honesty and transparency.
  • We’re compassionately disruptive – We are a company that is committed to
    disrupting and modernising the way therapy is viewed, accessed and delivered. We
    believe in pushing the boundaries and challenging the status quo, dragging outdated
    approaches to psychotherapy into a better place.
  • We take care of ourselves seriously – We talk the talk and walk the walk. We’re a
    small company on a mission to change the world. This means what we do is bloody
    hard graft. But we know that we can’t pour from empty cups.
  • We say what we do, and do what we say – When we fuck up, we hold our hands
    up and apologise sincerely — knowing that we can move forward constructively.
  • We feedback generously – We believe that feedback is a crucial part of personal
    and professional growth.

Location

Kings Cross – with possible ad hoc days in Soho/Shoreditch.

Job Reference: TBC
Employment Type: Full Time
Salary: £26k annum (with pay review after 6 months)
Days per week: 40 hours per week spread over 5 days (with one day on the weekend)
Responsible to: Customer Success Manager