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About Loveday: Loveday is the UKs leading provider of luxury senior living and care. We combine world-class hospitality with exceptional clinical expertise, creating residences that feel like five-star hotels while delivering personalised support. Our residences in Kensington, Belgravia, Abbey Road and Esher are designed with elegance, comfort and dignity at their core, and we offer outstanding dining, bespoke lifestyle experiences and high standards of care for members whether living with us permanently, staying for recovery or respite, or joining as Day Club members.
Role title: Medical Liaison Partner
Location: Esher The 1150 Club
Employment Type: Full-time
Reports To: Director of Sales
About The 1150 Club: The 1150 Club is Lovedays first dedicated Health, Wellness and Rehabilitation Retreat. Members experience a curated environment where clinical excellence meets five-star hospitality, designed to support pre-habilitation, resilience before procedures, and post-operative recovery with a focus on dignity and discretion. The setting is within 13 acres of countryside and aims to deliver complete wellness with careful attention to detail.
Role Overview: We are seeking an exceptional and highly experienced professional to lead the administration and client service function within The 1150 Club. The successful candidate will work with world-class consultants and high-net-worth individuals, ensuring every interaction reflects the highest standards of professionalism, efficiency and care, mirroring the ethos of luxury hospitality while upholding clinical excellence. The ideal candidate will have a hospital or clinical background and be proficient in CRM systems, with the ability to meet short deadlines and ensure documentation compliance. Internal stakeholder communication will be essential to ensure accurate handover of medical and background information.
Key Responsibilities
* Act as the primary liaison between consultants, patients and The 1150 Club, ensuring seamless communication and the highest standard of service at all times
* Anticipate and manage the needs of consultants and members, delivering a level of service comparable to luxury hospitality while upholding clinical standards and compliance
* Be agile with consultant schedules/clinics and patient/member appointments, ensuring efficiency and minimal disruption while ensuring all documentation is fully completed and compliant with internal processes and external regulators (CQC)
* Provide a single point of accountability for consultants, handling queries, concerns, and requests with professionalism, discretion and urgency
* Oversee and refine patient and consultant journeys, ensuring every interaction reflects the highest standards of detail, care and confidentiality
* Manage sensitive information with absolute discretion
* Liaise with internal teams and external partners to resolve issues swiftly, often under pressure, without compromising service quality
* Support consultants in business development and relationship management with patients/members, ensuring a consistent, world-class experience
* Identify and implement process improvements to elevate operational efficiency and client satisfaction
* Uphold the reputation of The 1150 Club through impeccable presentation, service standards, and a proactive, solution-focused approach
Skills and Experience
* Proven experience in a senior administrative, client services, or practice management role within healthcare, private practice, or a luxury service environment
* Exceptional organisational skills with the ability to manage complex consultant schedules, conflicting priorities, and time-sensitive requests with accuracy and discretion
* High emotional intelligence (EQ) and interpersonal skills to build trusted relationships with consultants, high-net-worth individuals and members
* Outstanding communication skills (written and verbal), with the ability to adapt tone to suit consultants, clinical teams, discerning clients and internal stakeholders
* Impeccable attention to detail, ensuring accuracy in all correspondence, records and scheduling
* Discretion and confidentiality with experience handling sensitive medical and personal information
* Strong problem-solving ability, remaining calm under pressure and delivering quick, effective solutions without compromising quality
* Professional polish and presence with a service ethos comparable to luxury hospitality or high-end clinical settings
* Technical proficiency across systems, CRM, Microsoft Office and secure communications platforms
* Proactive and adaptable with a continuous improvement mindset
Person Specification
Experience: Essential – Proven administrative experience in a customer-facing role. Desirable – Experience in healthcare, care, or hospitality environments.
Systems: Essential – Proficient in Microsoft Office (Word, Excel, Outlook). Desirable – Experience using Salesforce or similar CRM.
Skills: Essential – Excellent organisational and time-management skills; strong written and verbal communication; high attention to detail; ability to manage multiple priorities. Desirable – Understanding of regulatory standards (CQC).
Attributes: Essential – Professional, empathetic, discreet; team player; resilient and calm under pressure; proactive and solutions-focused. Desirable – Interest in healthcare or elder care.
Additional Information: Full training will be provided on Lovedays systems and processes. Occasional flexibility may be required to meet Member needs and operational priorities.
Eligibility: In line with the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK or obtain permits to work prior to application. Loveday & Co is an equal opportunities employer and encourages applications from suitably qualified candidates regardless of sex, race, age, disability, sexual orientation, gender identity, religion or belief, marital status, pregnancy and maternity.
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