Job Description

Position Reports To

: Director of Clinical Services & Director of Strategy & Operational excellence

Overview of Position

:

The Clinic Manager will be responsible for achieving key financial and operational targets within the Clinic by developing and leading a team of nursing staff, practitioners and administrators in delivering exceptional customers service, satisfaction and loyalty.

The Clinic Manager is responsible for all Patient / Customer interaction within the clinic/Outpatients and at all points of the patient /customer journey. This includes the effective management of appointments; the effective scheduling of treatments; ensuring the appropriate treatment and follow up of all customers; and ensuring that best practices are employed throughout the clinic.

The Clinic Manager is also responsible the supervision of all clinical activities, for ensuring that sufficient , appropriately skilled staff are available and that all materials and equipment required to deliver clinical services are available and fit for purpose.

The Clinic Manager will also be responsible for working as part of the Clinic Management Team in the development of the business. This will include the development and maintenance of effective methods for Financial Governance such as quotations; collections, accurate and effective invoicing. In addition The Clinic Manager will be responsible for monitoring local market trends such as new competitors to the market; price competitiveness within the local market; new product s/ service developments within the market. As part of this collective management responsibility the Clinic Manager will contribute to addressing any issue raised through day to day activities and working with the team and the Medical Director to help define and drive the strategic direction of the business.

Personal Attributes & Skills

Essential:

Experience in the Cosmetics and Beauty industry with an understanding of the local market.

. Qualify Nurse & registered with the RNC

Excellent negotiation skills.

PC literate with intermediate skills on all Microsoft Office packages.

Excellent interpersonal skills, professional demeanour, strong leadership qualities and able to work as part of a team at all levels.

A strong focus on customer care.

Excellent organisation and time management skills.

Analytical skills with a focus on results and an eye for detail.

Excellent communication skills both written and verbal.

Desirable:

Must have current registration as a Qualified Nurse (RN)

Working knowledge of Quality Systems.

Working knowledge of Clinic Office software package.

Familiar with the legal requirements of UK management responsibilities (Health and Safety at Work; Data Protection; Employment Law & Practices).

Key Responsibilities and Duties

Customer Focus

Ensure that standards and processes are in place to deliver outstanding customer service and engagement at every "touch point" in the patient / customer journey.

Ensure that a robust, responsive and effective complaints management process is in place and deployed within the clinic.

Mange the customer satisfaction feedback mechanisms within the clinic, such as the Customer Satisfaction Survey and Patient Forum feedback, using these inputs to generate improvements within the clinic.

Deliver the Customer Engagement program for the clinic including Open Events, Consultant Engagement evenings and trade shows.

People Management

Maintain an effective system for employee personnel files and records ensuring appropriate legal and regulatory documentation is in place.

Support an ongoing structure for employee orientation, professional and personal development through an effective Appraisal and Personal Development Planning process.

Oversee and participate in the staff recruitment process within the Clinic.

Effectively communicate to all staff ensuring that they are aware of all issues within the clinic affecting them. Also as part of this process bring to the Management Team any issue raised at communications meetings that require resolution and response.

Establish a high performance team of staff that is efficient, knowledgeable, service-oriented, and shares responsibility for attaining the goals of the business.

Operational Management

Ensure the effective delivery of the clinical service including the delivery and maintenance of processes, equipment and materials that are fit for purpose and that the protocols to underpin these services are in place.

Ensure sufficient staff with the appropriate skills are available in line with scheduled patient activity on a daily basis.

Ensure that all staff are familiar with the required standards of behaviour and dress and ensure these standards are complied with maintained.

Ensure that the housekeeping in all areas is up to the agreed standard.

Ensure that all nursing staff and practitioners are appropriately trained on all medical equipment and that their professional registrations are current. This responsibility extends to those third party consultants who may use the clinic from time to time.

Key Measurements & Deliverables

Clinical Incidents / variances occur during < 1% of all patient treatments

Customer Complaints < 0.5% of Activity (Surgical & Non-Surgical).

All PDPS to be completed within 30 days of review date (Anniversary of Start).

Quality & Business Objectives

Drive Continuous Improvement within the business ensuring that CARs are closed and implemented within 20 Working Days.

Net promoter score to be maintained at >75%.

All Customer Complaints closed within 20 Working Days

(The above is neither inclusive nor exhaustive and other duties / objectives / goals may be reviewed and changed from time to time as business needs dictate and in agreement with job holder.)

Salary - depends on experience

Job Type: Full-time

Pay: From 48,246.00 per year

Benefits:

Company pension Employee discount Private medical insurance
Education:

Certificate of Higher Education (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 20/06/2025
Reference ID: CMNG1