Clinic Operations Manager - Manchester

About us: Established in 2015, HA has already grown to be the UK's largest postgraduate training provider in aesthetic medicine. As providers of exceptional higher education, our main goal is to improve patient safety through our training; raising educational standards for the most widely requested non-surgical cosmetic procedures: injectables and cosmetic dermatology treatments.

Position Overview: Are you proactive and independent, looking for a full time role managing and mentoring our lovely Front of House team at The Academy Clinic, to ensure the delivery of a memorable customer experience? Are you a proactive, organised individual who can oversee the day to day operations of a busy aesthetic clinic?

Primary Responsibilities

• Ensuring day to day operations of the clinic run smoothly and troubleshooting any challenges that may arise.
• Line management of the Front of House team and Skin Practitioner and ensuring Rota’s are scheduled to drive productivity and cover business needs.
• Ensuring clinic readiness, including room setup, stock and equipment.
• Managing all clinic orders and stock takes effectively.
• Maintaining an exceptional customer experience at every touchpoint of the client journey, from over the phone to in the clinic.
• The ability to recommend services and retail products based on the patients goals and concerns to generate service bookings and product sales and to drive and mentor the front of house team to do the same.
• Ensuring all client records are kept up to date and adhere to GDPR law in the management and storing of patient records.
• To confidently and competently manage and overcome customer complaints/challenges face to face and over the phone and to be the first line of support for the Front of House team should a complaint elevate.
• Helping to identify trends in customer satisfaction and dissatisfaction.
• Driving clinic revenue targets by implementing initiatives such as patient recalls, implementing upsell techniques and working closely with other departments to achieve monthly targets.
• Helping to maintain the smooth running of the clinic and front of house area, including clinic step up and strike down.
• Performing other duties as required, based on business needs.
• Setting up for events, both internal and external.
• The understanding of good medicines management and to oversee the front of house team to ensure policies and processes are adhered to.

This job description is intended to provide a general overview of the position and is not an exhaustive list of responsibilities. Other duties may be assigned as needed to meet the organisation's objectives.

Skills and Experience:

• Experience within beauty, retail, aesthetics, customer service or front of house.
• Experience managing a team and a real hands-on team player.
• Ability to proactively explore opportunities, improve processes and use own initiative.
• An articulate and confident communicator.
• Ability to work flexibly when required across multiple sites and also including weekends.
• Has an understanding of the challenges of working in a rapidly evolving environment.
• The ideal candidate will have an understanding or have previous experience of working within a CQC regulated environment.

At Harley Academy, our employees are the cornerstone of our success. We prioritise staff well-being through a comprehensive benefits package including:

• The Harley Academy Social Committee organises a diverse array of events throughout the year, catering to all our staff.
• All employees are entitled to a staff treatment allowance which renews annually and can be redeemed across multiple treatments at any of our sites. Treatments range from anti-wrinkle, filler, skin boosters, as well as complimentary facial peels all year round.
• Family & friend discount scheme.
• All staff have continuous access to our registered organisational-therapist, for one-off or ongoing appointments.