Customer Service and Community Engagement Representative

We are looking for a warm, driven and client-focused Customer Service & Community Engagement professional to be the welcoming first point of contact for families seeking support for their children.

This role combines exceptional customer service, sales and client conversion, relationship building, appointment coordination and community outreach, ensuring families receive compassionate guidance from their first enquiry through their therapy journey.

You will build meaningful relationships with families, schools, nurseries, healthcare professionals and community partners, while proactively promoting our services, converting enquiries into bookings, supporting client retention and identifying opportunities to strengthen our presence within the community.

The ideal candidate is confident, organised and commercially minded, with a genuine passion for helping families and the ability to balance empathy with results in a busy, multidisciplinary paediatric therapy environment.

1. Client Experience, Customer Service and Community Engagement

• Serve as the first point of contact for all prospective and existing clients, ensuring every interaction reflects the Centre's commitment to compassionate, family-centred care.
  

• Respond promptly and professionally to enquiries received via telephone, email, WhatsApp, website, social media and walk-in visits.
  

• Provide accurate information regarding therapy services, assessments, funding programmes, fees, availability, waiting lists and Centre policies.
  

• Deliver an exceptional customer experience from the initial enquiry through to ongoing therapy services.
  

• Build trusting relationships with families by providing reassurance, empathy and professional guidance throughout their journey.
  

• Handle complaints, concerns and sensitive situations professionally while maintaining a calm and solution-focused approach.
  

  
  

2. Sales and Client Conversion

• Manage all new enquiries and convert them into assessments, consultations and therapy bookings.
  

• Identify each child's and family's needs and recommend the most appropriate services in collaboration with the clinical team.
  

• Follow up on enquiries, missed appointments and incomplete bookings to maximise conversion rates.
  

• Promote Centre programmes, group sessions, workshops, holiday camps and additional services where appropriate.
  

• Support the achievement of monthly occupancy, revenue and client retention targets.
  

• Monitor enquiry pipelines and maintain accurate records of sales activities within the CRM.
  

  
  

3. Appointment Coordination

• Coordinate with the Receptionist to schedule assessments, consultations and therapy sessions while optimising therapists' availability and productivity.
  

• Liaise with therapists to ensure smooth coordination of client schedules.
  

  
  

4. Family Engagement and Retention

• Develop positive, long-term relationships with children and their families.
  

• Proactively follow up with families to encourage continuation of therapy programmes.
  

• Assist families in understanding therapy recommendations, appointment schedules and available support services.
  

• Gather client feedback and communicate improvement opportunities to management.
  

• Support initiatives that improve client satisfaction, engagement and retention.
  

  
  

5. Community Engagement and Outreach

• Build and maintain strong working relationships with schools, nurseries, paediatricians, healthcare providers, community groups, local businesses and other organisations that support children and families.
  

• Proactively identify and approach suitable community partners to introduce Sensation Station's services and explore mutually beneficial opportunities.
  

• Coordinate community visits, introductory meetings, Centre tours and follow-up communication with prospective referral partners and stakeholders.
  

• Represent Sensation Station at community events, school and nursery activities, exhibitions, family events, networking opportunities and relevant awareness initiatives.
  

• Support the planning and delivery of parent talks, coffee mornings, workshops, open days and outreach activities that provide useful information and strengthen community relationships.
  

• Maintain regular contact with existing referral sources and community partners, ensuring they remain informed about relevant services, programmes, events and developments at the Centre.
  

• Record community contacts, meetings, referrals, follow-up actions and outcomes accurately within the CRM or designated tracking systems.
  

• Monitor the effectiveness of community engagement activities, including enquiries, referrals, attendance, partnerships and resulting bookings, and provide updates to management.
  

• Work closely with the Marketing, Clinical and Administration teams to ensure community messages are accurate, professional, family-centred and aligned with the Centre's services and values.
  

• Gather feedback from schools, nurseries, professionals, families and community partners to identify unmet needs, service opportunities and ways to improve accessibility and engagement.
  

• Ensure all outreach and partnership activity is appropriately approved, documented and conducted in line with confidentiality, safeguarding, professional boundaries and organisational policies.
  

  
  

6. Collaboration

• Work collaboratively with therapists, educators and administration staff to ensure seamless service delivery.
  

• Communicate effectively with multidisciplinary team members regarding appointments, client updates and operational matters.
  

• Participate in staff meetings, training sessions and quality improvement initiatives.
  

• Support Centre events, workshops, community outreach programmes and marketing activities.
  

  
  

7. Client and Team Support

• Ensure compliance with all organisational policies, procedures and professional standards.
  

• Protect the confidentiality and privacy of all client information at all times.
  

• Promote a welcoming, inclusive and child-friendly environment that reflects the Centre's values.
  

• Assist in developing and improving customer service procedures, workflows and administrative systems.
  

• Contribute ideas to improve operational efficiency, client satisfaction and service delivery.
  

• Support therapists and administrative colleagues to ensure smooth day-to-day operations.
  

• Maintain accurate documentation and ensure all client interactions are recorded appropriately within the CRM.
  

• Demonstrate flexibility by supporting other administrative functions during busy periods.
  

• Participate in mandatory training, professional development and continuous learning opportunities.
  

• Represent Sensation Station professionally in all interactions with families, schools, healthcare professionals and external organisations.
  

• Maintain a positive, solution-focused attitude while contributing to a supportive team culture.
  

• Complete all duties under the guidance of the Head of Administration Department and the Managing Director.
  

• Ensure annual leave is planned during quieter operational periods to minimise disruption to client services.
  

  
  
  
  

Requirements


Education

• Bachelor's degree or diploma in a relevant field.
  

  
  

Preferred Experience

• Minimum 2 years' experience in customer service, sales, client relations or front office within a healthcare, therapy, medical, education or service environment.
  

• Experience achieving sales or enquiry conversion targets and delivering excellent customer service.
  

• Experience managing appointments, client records and CRM systems.
  

• Experience working with children and families or within a multidisciplinary healthcare setting is highly desirable.
  

• Ability to manage multiple priorities in a fast-paced environment while maintaining professionalism and confidentiality.
  

Zoho experience is an advantage.

Benefits

• Competitive and tax-free salary.
  

• Employer-provided UAE Visa and Work Permit.
  

• Comprehensive health insurance and benefits.
  

• Annual flight ticket contribution.
  

• End-of-service bonus (as per UAE Labour Law).
  

• Training opportunities for professional growth.
  

• Monthly supervision.
  

• Supportive and collaborative multidisciplinary team.
  

• Supportive work environment.