Star Medical Recruitment jobs in London

Introduction to Cosmetic Skin Clinics

Cosmetic Skin Clinic specialise in non-surgical medical aesthetic treatments to rejuvenate the face and re-contour the body. Through our unique consultation approach, we tailor-make a treatment schedule for completely natural and understated results, using premium products such as the leading range of dermal fillers, muscle-relaxing treatments, Ultherapy ultrasound, Thermage radio frequency skin tightening, CoolSculpting body contouring and Thread lift treatments.

We aim to achieve an exceptional level of client satisfaction by managing client expectations and ensuring their outcomes are as described. This is achieved through only offering high-quality treatments and cosmetic procedures, delivered through skilled, knowledgeable and competent staff whom we believe are amongst the most expert in their field.

We take this very same approach time and time again, for every treatment we offer and every medical professional we work with.

ROLE REQUIREMENTS

The Front of House Manager is a highly visible, hands-on leadership role at the centre of the patient experience. Reporting to the Senior Operations Lead, you will set the tone for a premium, warm and impeccably managed front-of-house service. You will lead by example on the ground each day, supporting the team and ensuring that the clinic reflects the standards expected of a Harley Street environment.

This role means you will be the first person to greet our clients on arrival at the Clinic. There is, therefore, a requirement for you to always be presentable, delivering an impeccable 5* customer service. You will need to have outstanding customer service skills and be able to communicate clearly and effectively with clients, practitioners, and colleagues. You will be required to be flexible in both your working hours and in assisting other areas of the clinic where needed. You will also be involved with all day-to-day front of house duties to include reception responsibilities, greeting patients and visitors and chaperone duties across the clinic. Your role will ensure the smooth running of the front of house and reception area, always acting as a key first impression and advocate of The Cosmetic Skin Clinic, anticipating and responding to client, practitioner and staff requirements, managing these efficiently and in a professional manner. You must provide first class customer service and need to be highly organised with good computer and communication skills, both face to face and over the phone. You must demonstrate an open and welcoming manner in all situations and have a passion for managing a high performing team.

Customer Service/Patient Focus

· To provide an outstanding level of customer support to customers of Cosmetic Skin Clinics, supporting them in their patient journey at all times.

· Ensuring all customer enquiries and requests are responded to within the service levels set and with the highest level of client care at all times.

· A high stand standard of service, professionalism and behaviour is maintained at all times.

· Assisting the practitioners and key stakeholders with their busy clinics, ensuring their requirements and needs are met for the sake of patient care.

A good FOH Manager will always have the ability to problem-solve, manage time pressures calmly and be approachable. They should also possess a relationship of respect and trust between themself as well as their staff members and the clinic practitioners.

RESPONSIBILITIES

· Oversee and monitor reception staff activities and providing them with regular performance-related feedback and supervision.

· Strategize and monitor daily activities of customer service operation.

· Recruitment and selection of the front of house team.

· Liaising with and building positive relationships with both the Clinical and Management team.

· Rolling out 5-star FOH/customer service training & ensuring this is executed on a daily basis.

· Liaise with Operations Lead every morning (if not the night before) to run through the day and foresee any issues with the patients/diaries. Flag any issues to the team.

· Plan a staff rota a month in advance to ensure there is sufficient cover in all clinics; forecast staff requirements (rota & holiday cover).

· Manage the Reception team to ensure all duties listed in the Reception Team Member job description are carried out.

· Monitor all the clinic stock daily and inform the Senior Operations Lead of any orders which need to be placed in advance.

· Ensure the Receptions team work together to share responsibilities, tasks and Ideas.

· Overseeing calls to patients, ensuring all queries are dealt with as quickly as possible, and all patients receive a five-star customer service.

· Coach, motivate and drive performance of staff members and always lead by example.

· Instructing the delay of clinics to patients if practitioners are running late.

· Monitor the diaries within Clinic office and flag to line Manager when additional clinics are required, double bookings of equipment, appointments which need to be moved from blocked diaries etc.

· Ensuring team members have adequate training and progress in their roles and arrange ongoing training sessions on a regular basis.

· All chitties must be double signed & daily logs must be signed off by the FOH Manager at the end of the day.

· End of day banking and reconciliations checked for the day before and reported to finance by the following day at 10.30 am.

· Hold morning huddles to motivate the team and ensure clear and direct communication with staff.

· Crisis Management - stepping in when necessary to deal with any issues in the clinic pre-empt any problems before they arise.

· Ensure compliance checks are completed on time as indicated by the clinical governance team.

· Report any H&S or compliance concerns immediately.

· Work with management to ensure detailed information is obtained to analyse the needs of the business e.g. patient conversion and staff productivity.

· Oversee supplies in terms of ordering etc.

· Monitor regular collections & deliveries.

· Ensure daily stock checks are completed and sent to the Senior Operations lead.

· Raise any technology issues to the Head of non-surgical

· Ensure time sheets are completed and payroll completed to meet deadlines

· Be responsible for any monies including cash taken and report sums at the end of the day.

· Manage clinic waiting/recall list to maximise diary occupancy.

The following are the Key Responsibilities of the Front of House Manager in addition refer to the job description for the Reception Team for a breakdown of tasks.

Job Types: Full-time, Permanent

Benefits:

• Employee discount

Work Location: In person