Reporting to: Head of International Trainee Success & Partnerships / Head of Clinical Operations
Contract Classification: Full time
Location: Based out of our London sites
About Us
Established in 2015, HA has already grown to be the UK's largest postgraduate training provider in aesthetic medicine. As providers of exceptional higher education, our main goal is to improve patient safety through our training; raising educational standards for the most widely requested non‑surgical cosmetic procedures: injectables and cosmetic dermatology treatments.
Position Overview
This hybrid role combines responsibilities within the Education Team and the Front of House clinic Team, supporting both the student learning experience and patient journey.
You will provide high-quality administrative, educational and customer‑facing support, ensuring both students and patients receive an exceptional experience with Harley Academy whilst maintaining the quality and integrity of our educational programmes, fostering a supportive environment conducive to student success.
Key Responsibilities
Education Officer:
Supporting Harley Academy students throughout their learning journey.
Responsibilities Include:
* Providing guidance and support to students from enrolment through to course completion.
* Delivering excellent student service via phone, email and in‑person support desk coverage.
* Maintaining accurate documentation of all student interactions, including eligibility checks and attendance records.
* Supporting the delivery of assessments for Level 7 programmes including:
* Scheduling examinations and assessments.
* Supporting students with assessment process.
* Assisting with evidence collection and quality assurance.
* Collaborating with operational teams to ensure high student attendance, engagement and successful course completion.
* Identifying opportunities for continuous improvement within student support processes.
Clinic Coordinator:
Supporting the smooth running of the clinic while delivering exceptional patient service.
Responsibilities Include:
* Managing patient bookings and communicating clinic policies, including cancellations and lateness policies.
* Delivering an exceptional customer experience across all patient touchpoints, both in person and over the phone.
* Ensuring client records are maintained accurately and kept up to date.
* Responding confidently to patient enquiries and resolving complaints professionally.
* Supporting the clinic team with daily operational tasks including clinic set‑up and close‑down.
* Liaising with the Patient Coordinator and clinical team to ensure smooth patient flow.
* Supporting retail and treatment recommendations aligned with patient goals.
* Assisting with stock checks and event setup when required.
This job description is intended to provide a general overview of the position and is not an exhaustive list of responsibilities. Other duties may be assigned as needed to meet the organisation's objectives.
Working Pattern
This is a full‑time position of 40 hours per week, with responsibilities shared across both Education Officer and Front of House functions in line with operational requirements.
The role will include a minimum of two Saturdays per month as part of the clinic rota.
Working hours may be allocated flexibly across both areas of the business, and some flexibility will be required to support clinic operations, course delivery, and events where necessary.
Desired Skills And Experience
* An interest in understanding the challenges of working in a rapidly evolving environment.
* Articulate and confident communicator.
* Prior experience in a professional role working directly with customers or clients.
* Demonstrable organisational skills, and/or experience scheduling.
* Enthusiasm for academic study.
* Experience with Google Suite, including Sheets, Docs and Drive. Experience with Excel is a plus.
* High degree of general computer literacy, ability to adapt to new tools and services quickly.
Our Perks
At Harley Academy, our employees are the cornerstone of our success. We prioritise staff well‑being through a comprehensive benefits package including:
* The Harley Academy Social Committee organises a diverse array of events throughout the year, catering to all our staff.
* Gym access at our Threadneedle site.
* All employees are entitled to a staff treatment allowance which renews annually and can be redeemed across multiple treatments at any of our sites. Treatments range from anti‑wrinkle, filler, skin boosters, as well as complimentary facial peels all year round.
* Family & friend discount scheme.
* All staff have continuous access to our registered organisational‑therapist, for one‑off or ongoing appointments.
Our Values
* Ethical
* Excellence
* Authentic
* Positive Growth Minded
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