Job Description

Assistant Manager - Manchester Clinic

Location: Manchester City Centre (M2 4PD) potential for occasional cover at our Liverpool Clinic

Hours: Full time (37.5 hours)

Shift pattern Monday-Friday between 7:45am-7:15pm. 1 in every 4 Saturdays

Salary competitive - dependent on experience

Reports to: Clinic Manager

Join One of the Sunday Times Best Places to Work 2023

Are you a dynamic and people-focused professional with strong leadership and administrative experience? Do you thrive in a fast-paced, patient-focused environment? If so, we want to hear from you.

We're recruiting for a highly organised

Assistant Manager

to support the smooth day-to-day operations of our Manchester clinic. You'll lead and coordinate our front-of-house and administrative team to ensure an exceptional experience for our patients and clinicians alike.

What You'll Be Doing

Acting as a key contact between clinicians, patients, and third-party partners. Managing the reception desk and supporting with rota planning, inductions, and team updates. Handling clinic logistics: from room scheduling to preparing clinical spaces. Coordinating room rentals and managing monthly invoicing. Supporting a 5-star customer experience, including resolving minor complaints. Assisting with internal referrals, cash handling, and ensuring accurate invoicing. Leading departmental meetings and capturing minutes. Contributing to business growth by supporting external partnerships and SLAs.

What We're Looking For

Essential Experience

Supervisory or team lead experience within an administrative or front-of-house setting. Background in customer service, ideally within healthcare or hospitality. Proven ability to manage operations and support a multi-skilled team. Experience handling complaints and complex customer interactions. Strong IT and admin skills, including MS Office.

Desirable Skills

Confident communicator with a calm and compassionate approach. Highly organised, adaptable, and solution-focused. Familiarity with healthcare systems or clinical environments. Comfortable working independently and collaboratively in a changing environment.

Why Join Pall Mall?

At Pall Mall, we're proud of our people-first approach. We offer:

25 days annual leave + bank holidays Birthday leave Pension contributions Ongoing training and development Flexible benefits platform A workplace that lives and breathes its HEART values (Helpful, Empathetic, Accountable, Resourceful, Teamwork)
We celebrate diversity and strive for an inclusive workplace where everyone feels they belong.

Ready to take the next step in your career?

Apply today and help us deliver outstanding care in one of the North West's most patient-centric private healthcare providers.

Key information

Job title: Assistant Manager

Hiring Manager: Clinic Manager

Location: Manchester City Centre (M2 4PD) potential for occasional cover at our Liverpool Clinic

Hours: Full time (37.5 hours)

Shift pattern Monday-Friday between 7:45am-7:15pm. 1 in every 4 Saturdays

Salary competitive - dependent on experience

Role profile

Pall Mall:

In 2010, Pall Mall was born, a family run business with a clear vision. Fast forward 13 years and we have massively developed the business, trebling our workforce and laying down clear and ambitious growth plans for the future. This year we were also recognised in the Sunday Times 'Best Places to Work 2023' list.

Our purpose is to provide on-demand, high quality private healthcare and cosmetic surgery that meets the needs and expectations of patients and our vision is to be recognised and respected as the most patient-centric private healthcare provider in the north-west, by providing our patients with the best possible care, treatment and outcomes.

The role:

Pall Mall is looking to recruit a full-time Assistant Manager for our clinic in Manchester City Centre. The Assistant Manager plays a vital role in ensuring the smooth running of Pall Mall Medical's administrative and reception team. The position requires a dedicated, committed, and organised individual who can multi-task, covering a wide variety of workloads including leadership, administrative, and customer service duties.

Main duties / Responsibilities include:

Delivering excellent customer service in line with the company ethos.

Acting as a key contact between clinicians, management, corporate customers, 3rd party clients (room rentals) and the public.

Managing reception desk performance and assisting in staff inductions and rota planning.

Assisting in clinic preparation, room setup, and scheduling oversight.

Handling complaints and dealing with unhappy patients effectively and professionally.

Monthly invoicing for room rental partners and supporting SLA management.

Overseeing stock levels, petty cash, and correct invoicing processes.

Coordinating internal referrals and collaborating with booking and site management.

. Conducting admin department meetings, recording meeting minutes, and delivering updates.

Coaching and mentoring team members to promote development and high standards.

Monitoring patient feedback and reviewing competitor activity to improve service.

Adapting to change, championing new initiatives, and managing priorities with flexibility.

Key experience (Essential):

Experience in

customer service

, ideally within a healthcare, hospitality, or service-driven environment. Prior experience in a

supervisory or team leadership

role, especially overseeing administrative or front-of-house teams. Experience in

clinic or facility operations

, including reception management, rota planning, and coordinating room usage. Strong background in

administrative support

, including invoicing, petty cash handling, and document management. Experience liaising with a range of stakeholders including patients, clinicians, external partners, and suppliers. Demonstrated ability to

handle complaints professionally

and resolve customer issues effectively. Proven ability to

plan and lead inductions

, departmental meetings, and manage operational tasks
*

It is desirable that applicants have the following:

Strong

organisational and time-management skills

, with the ability to manage multiple priorities. Excellent

verbal and written communication

skills, including minute taking. Confident and diplomatic with strong

interpersonal and influencing skills

. A

proactive and adaptable

mindset with the ability to embrace and lead change. Competent in using

Microsoft Office applications

(Word, Excel, Outlook). Understanding of

data protection, infection prevention and health & safety

principles in a clinical setting. Ability to mentor and coach team members, fostering

personal development and team motivation

. Knowledge of

private healthcare systems or third-party service management

(e.g. room rentals, SLAs).

We will...

Remain a compassionate employer that values your skills and input to the business

Recognise your successes

Provide training and further development opportunities where applicable

Give you the day off on your birthday

Contribute to your pension

Offer 25 days of Annual Leave in addition to National Bank Holidays

Provide you with flexible benefits that can be adapted to suit your lifestyle, such as discounted food and shopping

Remain committed to our company HEART values and provide a safe and inclusive work environment

Our HEART Values:

Helpful

Being helpful means going the extra mile to support each other and our patients. It's about being there when someone needs guidance, offering assistance without hesitation, and always looking for ways to make things better for others.

Empathetic

Being empathetic means truly listening and seeing things from someone else's perspective - whether that's a patient needing reassurance or a colleague who's having a tough day. It's about making sure people feel understood and cared fo

Accountable

Being accountable means taking ownership of your actions and commitments. It's about following through on what you say you'll do and holding yourself to the highest standards - whether for a patient or a teammate.

Resourceful

Being resourceful means staying adaptable, creative and proactive in solving problems. It's about thinking outside of the box and finding, smart, effective solutions to meet the needs of our patients and team.

Teamwork

Teamwork means working side-by-side, supporting each other and combining our strengths to create an environment where everyone can thrive. When we join forces, we can provide a better experience for our colleagues and reach new levels of success as a team.

Diversity and inclusion at Pall Mall

:

As a responsible employer, Pall Mall is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong with togetherness. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion, or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of our patients.

Job Types: Full-time, Permanent

Benefits:

Company pension Employee discount
Schedule:

Day shift Monday to Friday Overtime Weekend availability
Ability to commute/relocate:

Manchester M2 4PD: reliably commute or plan to relocate before starting work (required)
Experience:

management: 1 year (required)
Language:

fluent English (required)
Location:

Manchester M2 4PD (preferred)
Work Location: In person

Reference ID: MCRAM290525