Health Optimiser - Biowell Health in London

Overview

Department: Clinic Operations

Reports To: General Manager

Salary: £30K

Hours: Full time

Location: London Battersea Power Station

Job Purpose: To deliver exceptional client service and education on advanced wellness therapies, ensuring the smooth and professional operation of the clinic. The role is responsible for driving client results, all sales including packages, membership sales, and maintaining the highest standards of facility presentation and equipment maintenance.

Job Flexibility: It is an express condition of employment that you are prepared, whenever necessary to undertake alternative duties within our business. This flexibility is essential for operational efficiency as the type and volume of work is always subject to change.

Key Responsibilities & Duties:

• Client Service & Education: To work pro-actively to deliver exceptional customer experiences. Conduct thorough client consultations, explaining the protocols, benefits, and science behind all current clinic therapies (Cryotherapy, Red Light Therapy, Pulsed Electromagnetic Field (PEMF), Hyperbaric Oxygen Therapy (HBOT), Compression Therapy) and future therapies. Guide clients through therapy sessions, ensuring safety, comfort, and protocol adherence. Provide ongoing education and motivation to clients, tracking progress and fostering long-term engagement. Handle client inquiries and concerns professionally and knowledgeably.
• Sales & Business Growth: Identify client needs and proactively recommend and upsell appropriate therapy packages, product bundles, and membership plans. Achieve and exceed team targets for memberships and package upgrades. Manage the point-of-sale (POS) system, process transactions, and maintain accurate client billing records.
• Clinic Operations: Execute daily opening and closing procedures, including cash handling, system checks, and securing the facility. Maintain accurate stock control and inventory levels for all retail products and clinic consumables, place orders in a timely manner. Perform daily and weekly cleaning, sanitisation, and maintenance of all therapy equipment and clinic facilities according to established checklists. Ensure the clinic environment is maintained to a 5-star standard of cleanliness, organisation, and ambiance. To ensure all standards as directed through the business operational procedures are delivered in all activities. To receive and participate in training as required. Work with suppliers and partners as required and agreed.
• Client Communication: Serve as a point of contact for client inquiries via phone and email. Monitor and manage the team's shared communication channels to ensure no inquiry goes unanswered. Maintain established service level agreements (SLAs) for response times to all client communications. Manage day-to-day client communications, including responding to phone calls and emails in a timely and efficient manner to ensure client satisfaction. Communicate pro-actively and professionally at all times ensuring customers, employees and owners have knowledge as is required.

Person Specification:

• Honest with a strong moral compass and business integrity.
• Passion for health & well-being with a demonstrable personal approach to healthy living.
• Customer centric with the ability to communicate to all demographics.
• Commitment, determination, enthusiasm and the ability to cope well under pressure.
• Confident and persuasive presentation and verbal communication skills, with ability to influence.
• The ability to inspire and motivate colleagues and customers alike.
• Commercially aware with a mindset to capitalise on opportunities.
• Driven with the desire to develop and grow personally and professionally.
• Emotionally intelligent with strong empathy.
• Commercially astute, forward thinker that brings added value to the team, with innovative ideas that could further enhance the business's commercial opportunities.
• Fun and out-going – thrives in supporting others.

Qualifications & Experience:

• Required: Proven experience in a client-facing role within wellness, fitness, hospitality, or retail sales.
• Required: Exceptional verbal communication and customer service skills.
• Preferred: A demonstrated interest in health, wellness, and longevity science.
• Required: Reliability, professionalism, and a strong sense of responsibility.
• Required: Ability to work a flexible schedule, including weekends and evenings.

Physical Requirements:

• Ability to stand for extended periods.
• Ability to lift and move supplies and equipment up to 25 kg.