Signature Concierge - UK

Mission

Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear.

In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives.

Role purpose

Be the defining voice of Neko's most premium member experience. As a Neko Signature Concierge, you will manage Signature member journeys end-to-end — from onboarding and clinic visits through to follow-up and ongoing support — ensuring every interaction reflects the highest standards of hospitality, discretion, and personalised care. This is a role for a service-driven professional who thrives in high-touch environments, balances warmth with precision, and is passionate about creating experiences that feel genuinely exceptional at every touchpoint.

What you'll be deliver in the first 6-12 months

Every Signature member receives a seamless, personalised end-to-end experience — from first contact through clinic visit to follow-up — with all actions completed within defined SLAs.

A Signature Member Playbook is in place, covering SOPs, tone of voice guidelines, and escalation protocols — raising consistency and quality across every touchpoint.

Signature member clinic visits are flawlessly coordinated: every centre is prepared, every member is personally greeted, and any issues are resolved before they escalate.

Cross-functional relationships with product, marketing, legal, and clinic teams are strong, enabling smooth rollout of new Signature features, processes, and system improvements.

Requirements

Proven experience in luxury hospitality, concierge services, or a high-touch customer support environment

Exceptional written and verbal communication skills; warm, polished, and adapted to a premium audience

Strong organisational skills and meticulous attention to detail across complex, multi-stakeholder journeys

Demonstrated ability to manage sensitive member information with discretion and professionalism

Proactive mindset — anticipates member needs and resolves issues before they surface

Comfortable working across scheduling, CRM, and case management platforms (e.g. Zendesk)

Ability to build collaborative relationships across internal teams including operations, marketing, product, and clinic staff

Preferred

Experience supporting VIP, executive, or international clients in a concierge or personal assistant capacity

Language skills or cultural sensitivity, beneficial for supporting Signature members across markets

Familiarity with healthcare environments or regulated service settings

Experience contributing to process documentation, SOPs, or playbook development