Front Desk Coordinator & Client Experience Specialist

About Inner Works Counselling

We’re looking for a part-time Front Desk Coordinator & Client Experience Specialist to be the heartbeat of our front desk, with room to grow in the role! As the first person new clients see, professionalism, warmth, and organization are key. This role blends client support and office coordination—one part friendly face, one part ensuring the clinic runs smoothly behind the scenes. If you take pride in creating a welcoming and efficient space, we’d love to meet you!

Our team believes that when we provide a collaborative approach to care, our clients see substantial and lasting change.

Our Values

Excellence: Go Above and Beyond. We strive for continuous improvement, take initiative, and always aim to exceed expectations. We want every client to feel the quality of care we bring to each session.

Innovation: Do it Differently. We disrupt traditional mental health practices by embracing creative, out-of-the-box approaches to better serve our clients and the community.

Team Players: Be a Giver. Collaboration is at the heart of what we do. Our team works together to support both clients and one another, fostering a sense of community, growth, and shared success.

Who You Are

You are highly organized, detail-oriented, and efficient—someone who thrives in a structured environment and enjoys keeping things running smoothly. But you’re not just about systems and checklists—you genuinely love connecting with people and making them feel welcomed and supported.

This role is perfect for you if you have exceptional communication skills, a strong sense of professionalism, and the ability to balance both the big picture and the small details. You think ten steps ahead, anticipate needs before they arise, and take pride in creating a well-organized, welcoming environment for both clients and staff.


What You Will Do

As the first point of contact for new clients, your role is more than just answering calls—you are setting the tone for their experience with our clinic. You will manage client intakes with empathy, efficiency, and professionalism, ensuring each person is matched with the right clinician to receive the support they need.

This is a fast-paced, multi-faceted role where you’ll be responsible for:

  • Reception & Client Support – Greeting clients, handling inquiries, and ensuring every person feels valued and cared for.

  • Office Coordination – Managing schedules, receiving orders, processing invoices and insurance, and keeping the clinic organized.

  • Resource & Practice Support – Helping maintain office supplies, assisting with administrative tasks, and ensuring smooth daily operations.

  • Cross-Training & Growth – Collaborating with team members to ensure seamless coverage and developing new skills as the role expands.

This is a part-time position with room to grow as our clinic continues to expand. If you are professional, personable, and passionate about helping others, we’d love to meet you!

To succeed in this role...

Qualifications

  • A minimum one year of successful experience in customer service or administrative support and you are comfortable talking about mental health.

  • A minimum one year of experience with technology including CRM software, Microsoft office/Google Suite

  • Experience/background in counselling is considered an asset

Responsibilities

  • Client intake - review inquiry forms, connect clients with therapists

  • Answering client calls and emails, processing payments

  • Setting up new staff in existing systems

  • Ordering and maintaining office supplies

  • Review invoices/time sheets and reconcile with booking system

  • Manage room allocations

  • Booking travel and training

  • Research on request

  • Help to plan company events (retreats, socials, etc)

  • Assist with marketing activities

  • Update manuals as needed

  • Prescreen staff and intern applications

  • General clinic calendar management (blocking off holidays, booking meetings etc)

  • You’ve read this carefully enough to know that when you email your resume you will use the subject line I want to be your new administrative secret sauce

  • Supporting therapists with client bookings, payments, administrating intake & consent forms, etc

Skills & Attributes of our ideal candidate….

  • You like talking on the phone, creating and using organizational systems, and feel super comfortable using a variety of software. When you find ways to make it easier for other people to do their jobs, you feel a sense of satisfaction and contribution to a team. 

  • As the main in person point of contact for clients, you have just the right combination of empathy and focus. You’re able to respond quickly and keep the conversation on track with a focus on providing necessary information to someone.

  • You are able to promote services and programs to clients 

  • Dynamic, self-motivated individual with the ability to work independently, proactively and well under pressure

  • Strong communication skills, ability to communicate professionally and with compassion to clients with patience when dealing with challenging clients

  • Confidence to share ideas and constructive criticism to help us grow

  • You are able to manage your time well, juggle multiple projects at once, and generally keep our ship sailing smoothly. You’re able to anticipate problems, come up with creative solutions, and make decisions without a whole lot of hand-holding. An irrational love of spreadsheets is the icing on the cake.

  • You are able to create professional relationships with therapists and anticipate their schedules room preferences

  • Tech savvy (we are mostly paper-less and everything is online)

  • You will be a vital part of our team, ensuring that our clients receive a top-notch experience from their first contact with our clinic and every point along the way.

  • An appetite for innovation and simplicity who is highly process oriented

  • Working autonomously comes easy to you but you also love collaborating with a talented team

  • Considerable experience using the Microsoft Office Suite, Google Drive Suite, Gmail

  • Knowledge of Jane scheduling software is an asset

Shifts will be: 22.5 hours a week to start with room to grow. The current schedule is Tuesday, Thursday, Friday 9:30AM - 5PM. This role reports to the Operation Manager.


Why Join Inner Works Counselling?

  • Supportive Team Environment
    Enjoy a culture that values mentorship, and team social events.

  • Professional Development
    Access to workshops, conferences, and certifications to help you grow in your areas of interest.

  • Career Growth
    Opportunities to develop your skills, take on additional responsibilities

Compensation & Benefits

Healthcare spending account upon completion of probationary period.

3 weeks paid vacation per year

5 paid sick/personal days per year

Inclusion & Diversity

At Inner Works Counselling, we are committed to fostering a diverse and inclusive environment. We welcome applicants of all backgrounds, identities, and experiences. We believe a varied team enriches the care we provide and the perspectives we share.

How to Apply

Please email virginia (at) innerworkslondon.com by April 25, 2025 tell us why you're the perfect candidate for this job! In addition to submitting a resume and cover letter, let us know in the body of your email which TV or movie character you strongly identify with and why. Please note that applications received directly through Indeed will NOT be considered. This is your first chance to show us that you pay attention to detail and follow instructions.