Join the Leadership Team and Shape the Future of Our Patient Experience
Didcot Dental Studio is more than a dental practice — it is a destination for cosmetic excellence, confidence, and transformation. Located in the heart of Didcot, our luxurious, fully private studio is designed to deliver not just results, but an unforgettable patient experience.
We are one of the leading providers of Invisalign and dental implants in the region, delivering life-changing, cosmetically driven dentistry every day. As we continue to expand, we are seeking an ambitious and experienced Customer Experience & Training Manager to join our leadership team and take ownership of the entire patient journey and service culture.
This is a rare opportunity to combine operational leadership with culture-shaping and training responsibilities — creating the systems, processes, and people development needed to deliver a consistently five-star experience.
The Role
As Customer Experience & Training Manager, you will:
* Design and implement a gold-standard patient journey across all touchpoints, ensuring it feels seamless, personal, and premium.
* Develop, document, and roll out SOPs, scripts, and training programmes for front-of-house, treatment coordinators, and clinical support staff.
* Lead and coach the team to embed a culture of excellence, accountability, and hospitality.
* Oversee day-to-day operational processes, ensuring smooth clinic flow and compliance with policies and regulations.
* Monitor KPIs (conversion rates, patient feedback, waiting times) and present findings to the Directors, driving continuous improvement initiatives.
* Handle escalated patient concerns with empathy, professionalism, and a solutions-focused approach.
* Play a key role in recruitment, onboarding, and training, ensuring every team member is aligned with our service vision.
* Support the leadership team in scaling operations as the business grows into additional locations.
About You
You are a natural leader and problem solver, passionate about creating outstanding experiences and helping teams reach their potential. You thrive in a fast-paced environment and enjoy building structure, systems, and culture from the ground up.
You bring:
* Proven experience in customer experience management, operations, or service leadership, ideally from luxury hospitality, private healthcare, or premium retail.
* Strong organisational and process-improvement skills — you see inefficiencies and fix them.
* Experience designing and delivering training programmes that uplift performance.
* Ability to motivate and inspire teams, embedding a culture of excellence.
* Commercial awareness and comfort working with budgets, KPIs, and performance metrics.
* Exceptional communication skills and the ability to remain calm and solutions-focused under pressure.
What We Offer
* Competitive hourly pay: £17 – £25 per hour (equivalent to £35–50k annually), depending on experience.
* Leadership-level position: Direct input into the future strategy and culture of the clinic.
* Career progression: Opportunity to grow into a senior leadership or multi-site operations role as we expand.
* Professional development: Ongoing investment in training and leadership growth.
* State-of-the-art working environment: Modern, fully private practice with cutting-edge technology.
* Excellent transport links: Just 30 minutes by train from London Paddington, with the practice a 5-minute walk from Didcot Parkway station.
How to Apply
@didcotdentalstudio
Job Type: Full-time
Pay: £17.00-£25.00 per hour
Benefits:
* Company pension
* Employee discount
Work Location: In person