Charlie Brook

During my time at Smile White, my primary focus was customer service, patient sales, and retention.

In my role as a Patient Success Executive, my day-to-day responsibilities included handling inbound enquiries from both new and existing patients. This involved booking consultations, guiding patients through the first steps of their smile journey, reassuring them about the process, and confidently presenting and selling a life-changing treatment.

A key part of my role was providing after-sales support, where I followed up with patients to address any questions or concerns. Due to the personal and sensitive nature of the treatment, it was essential to understand each patient’s needs and take a calm, empathetic, and supportive approach. I took ownership of each patient’s journey, ensuring they felt supported, informed, and confident at every stage.

I also regularly handled calls from patients considering cancellation. This required identifying their concerns, building trust through positive relationships, and using effective retention skills to keep them engaged and committed to their treatment plan, helping them stay on track to achieve the smile they signed up for.

On a daily basis, I demonstrated strong commercial and organisational skills, including optimising operational efficiency through improved processes, and identifying growth opportunities that supported contributed to positive organisational change through effective communication, and drove innovation by applying creative problem-solving strategies.

During my time at Cutting Room, I gained a thorough understanding of the full reception role. My day-to-day responsibilities included welcoming clients into the salon with a warm and friendly approach, ensuring they felt comfortable, valued, and confident in choosing our team. I managed inbound phone calls throughout the day, primarily booking appointments, listening carefully to clients’ needs, and ensuring they were scheduled for the correct services while keeping the booking system well organised.

Alongside my reception duties, I was completing a BTEC in Hairdressing and training on the salon floor, which allowed me to work directly with clients and support them throughout their full salon journey. This hands-on experience helped me develop a strong understanding of both customer service and salon operations.

I also assisted with various administrative tasks, contributing to the overall efficiency of the salon. I demonstrated strong multitasking skills by balancing multiple responsibilities without compromising the quality of my work.

My favourite part of the role was building positive relationships with clients, welcoming familiar faces on a daily basis.