About The Wellness

The Wellness was founded with one clear mission: to transform how people approach their health – shifting from reactive care to truly personalised, preventative healthcare.

As one of London's first AI-first clinics, we combine cutting-edge technology with exceptional concierge service to give our guests a complete picture of their health and a clear path forward. From same-day GP consultations and advanced blood testing to personalised health plans, PRP treatments, and MRI scans, we offer a comprehensive suite of private healthcare services designed around each individual.

We partner with a network of leading clinics across London to ensure our guests have access to the best specialists and facilities when they need them. At The Wellness, we believe that luxury healthcare isn't just about beautiful spaces – it's about giving people the insight, expertise, and support to live healthier, longer lives.

Our Mission

As Guest Experience Lead at The Wellness, you will play a key role in delivering a best-in-class experience for every guest. You'll be responsible for managing inbound enquiries, guiding prospective guests through the sales process, and ensuring every interaction reflects our commitment to exceptional, personalised care.

This is a highly guest-facing role that requires confidence in sales, outstanding interpersonal skills, and a genuine passion for helping people take control of their health. You'll own the guest journey from first enquiry through to booking and beyond – creating seamless, memorable experiences that drive loyalty and referrals.

You'll be part of a mission-driven team that values excellence, initiative, and attention to detail. You'll be empowered to take ownership, solve problems creatively, and help shape the future of preventive healthcare at The Wellness.

What You'll Do:

As Guest Experience Lead, your responsibilities will include:

Deliver white-glove, concierge-level service to all guests by anticipating needs and providing proactive, personalised support

Manage inbound enquiries across phone, email, and online channels with a high level of responsiveness and attention to detail

Lead the sales process from initial contact through to booking – with confidence, professionalism, and a consultative approach

Serve as a primary point of contact for guests throughout their journey with The Wellness

Follow up with prospective guests to nurture leads and convert enquiries into bookings

Coordinate the guest experience end-to-end, ensuring a seamless journey across our services and partner clinics

Gather feedback from guests and share insights with the team to help shape improvements

Support general administrative tasks to keep operations running smoothly

What We're Looking For:

Proven experience in a client-facing or sales role, ideally in luxury, wellness, healthcare, or hospitality

Confident and comfortable leading sales conversations from start to finish

Exceptional communication and interpersonal skills – you know how to connect with people and make them feel valued

Strong organisational skills with the ability to manage multiple priorities

Natural empathy and emotional intelligence with a genuine desire to help people

Proactive, self-motivated, and thrives working independently in a remote environment

Detail-oriented with high standards for quality and follow-through

Comfortable being the "face" of the brand and representing The Wellness's values in every guest interaction

Must be available to work UK business hours

Reliable internet connection and suitable home working setup

Nice to Have:

Experience in a medical, health, or wellness environment

Familiarity with CRM or booking systems

To be a strong fit, you embody our values:

Guest-First, Always: You deliver every interaction like you're caring for someone you love. You prioritise responsiveness, peace of mind, and outcomes.

Ownership & Initiative: You don't wait to be told – you anticipate, act, and follow through. You own problems and see them through to resolution.

Excellence in the Details: You understand that luxury is in the details. You sweat the small stuff because the guest experience depends on it.

Integrity & Trust: You operate with honesty, transparency, and discretion. Guests trust you with their health – and you take that seriously.

Why You'll Love Working With Us

Fully remote working with flexibility

Be part of a growing, innovative clinic at the forefront of AI and preventive health

Make a genuine impact on people's health and wellbeing

Work in a supportive, mission-driven environment where your ideas matter

All applicants should email their CV and cover letter to ****. This role is open to candidates outside of the UK