Job Description

Didcot Dental Studio is not just a dental practice -- we are a destination for cosmetic excellence, confidence, and transformation. Our luxurious, fully private clinic is equipped with state-of-the-art technology and a highly skilled team who deliver life-changing dentistry every single day.

We are entering an exciting stage of growth -- and we are looking for a Customer Experience & Operations Manager to join our leadership team. This is a rare opportunity to take ownership of our patient journey, elevate our operational processes, and embed a world-class service culture as we scale.

The Role

This is a hybrid leadership position -- combining operational oversight with a laser focus on patient experience. You will:

Own the entire patient journey -- from first contact to aftercare -- ensuring every step feels premium, consistent, and seamless. Design and roll out training, SOPs, and scripts that empower our team to deliver five-star service every time. Lead daily operations across the practice -- from scheduling and resource allocation to compliance and process improvement. Coach and inspire the team, embedding a culture of service excellence and accountability. Track KPIs (conversion rates, patient feedback, efficiency) and report results to the Directors. Support the leadership team with continuous improvement initiatives as we expand into additional sites. Handle escalated patient issues with empathy and professionalism, always seeking the win-win outcome.

About You

You are an experienced leader with a passion for exceptional service and operational excellence. You thrive on building systems, motivating teams, and creating a culture where people and patients feel cared for.

You bring:

Proven experience in operations, service management, or practice leadership (healthcare, luxury hospitality, or premium retail). A natural ability to lead, coach, and inspire teams. Experience creating and implementing training programmes and SOPs. Strong organisational and problem-solving skills -- you love taking something good and making it great. Commercial awareness and comfort working with budgets, KPIs, and performance metrics. Excellent communication skills and a genuine commitment to patient care.

Why Join Us?

Leadership Role - you'll sit on the clinic's leadership team and have direct influence over strategy and culture. Career Growth - we are on a mission to become one of the most respected private dental groups in the UK. Grow with us as we expand to new sites. Competitive Salary - 17-25/ hour depending on experience, plus potential for performance-related bonuses. State-of-the-Art Practice - work in a luxury environment with cutting-edge equipment and technology. 30 Mins from London - Didcot is well-connected by train and offers a great work-life balance outside the city.
For an insight into our practice and culture, follow us on Instagram:

@didcotdentalstudio

Job Type: Full-time

Pay: 17.00-25.00 per hour

Benefits:

Company pension Employee discount
Work Location: In person