Job summary
We have an exciting opportunity for an experienced Team Leader to join our busy clinic. This is a broad role managing our 6 strong admin team along with supporting our Clinicians in providing exceptional care to our patients. Our Admin/Customer Service team assist in developing new business opportunities by being the first point of contact for prospective clients and providing excellent customer care.
Benefits: -
- Competitive salary
- You will be leading an amazing team who love to socialise together.
- We are close to Kingston bus & railway stations.
- Kingston town centre is on our doorstep with great shops and an array of eateries.
- After 1 years service access to our private healthcare provision
- Pension scheme
- 25 days annual leave (+ bank holidays)
- Cycle to work scheme.
- Employee Assistance Programme
Main duties of the job
Who we are looking for: -
Our clinic is
renowned within the industry for our innovative approach to our products and
the treatments we provide and for this reason we have high patient demand for
our services. We are looking for candidates who have worked in a high demand
environment and are experienced in managing and nurturing a team that delivers
excellent customer service. As a business we are continuing to grow and with
these changes we recognise the need to adapt to our new environment and promote buy in from colleagues. Your new role will not only be ensuring that
patients receive excellent customer service but also working with other
department heads to ensure we retain a linked up way of working and
streamlining processes.
The individual we are looking for has excellent management
skills, is well-organised, can juggle multiple tasks, provides exceptional
customer service and is adaptable this is a varied role and will give you the
opportunity to not only hone your skills as a manager but also contribute to how LOC runs as a Company.
About us
The London Orthotic Consultancy (LOC) is a growing
private clinic, founded in 2004, specialising in bespoke orthotic treatment for
a wide range of adult and paediatric conditions. In addition, we have LOC
Manufacturing which creates on site patient orthotics and other support
materials.
Our head office in Kingston, Greater London is conveniently located close to the main rail
station with the shopping centre and great places to have lunch on our
doorstep.
Job description
Job responsibilities
Management: -
- Leading and mentoring a team of 6
- Provide leadership and guidance to ensure excellent customer service
- Communicate with customers to address inquiries, complaints, and escalations
- Managing the team rota, authorising team holiday requests and delegating service cover within the team
- Analyse customer feedback and data to identify areas for improvement
- Develop and implement strategies to enhance the customer experience
- Collaborate with other departments and team leads to resolve customer issues and improve processes
- Managing team absence and performance, escalating where required
- Completing skills gap analysis and organising necessary development training for individuals and the team
- Chairing regular team meetings and providing feedback to the Senior Management team
- Completing Team 1:1s, setting individual objectives and monitoring progress
- Setting KPIs and tracking team performance in line with set objectives
- Leading on team initiatives and projects inline with business development
- Work as part of the H&H&S taskforce to ensure compliance and best practice.
- Ensure GDPR guidelines and good practice are followed.
- Covering the Office Managers duties during annual leave
Clinician Assistance: -
- First point of contact for patient appointments and general queries
- Support with administrative tasks including booking and changing appointments on E-Clinic system.
- Organise Clinicians diaries for holidays and appointments.
- Order items on behalf of the Clinicians for patients
- Sending out quotes and invoices for treatment (Patients, Embassies and Case Managers)
- Supporting with day-to-day tasks
Administration: -
- Creating purchase orders
- Booking in referrals from 3rd parties involved in patient care.
- Organising notes for legal purposes, ensuring GDPR followed
- Organising follow up appointments.
- Taking payments and following up unpaid invoices
- Liaising with Insurance companies for payment of patient care
- Packaging and sending out patient footwear and orthotics by post and courier.
- Adding specifications to Smartsheets (our scheduling system) and passing through to Manufacturing
- Ensuring that completion of orders are followed through on Smartsheets and goods are manufactured in time for appointments.
- Supporting the wider Admin team during absence or busy periods
- Liaising with Manufacturing for updates for patients
- Taking minutes during both clinical and administrative meetings
- Making packages for online orders
- Following up with clients after their initial consultation to see if they would like to carry out further treatment.
Customer Service: -
- Answering general enquiries and being the first point of contact to prospective clients
- Responding to prospective and existing clients emails via our Company mailbox
- Explaining treatments, we provide and pricing structures.
- Taking calls for the wider administrative team and dealing with queries from existing customers
- Booking initial consultations for clients including for our Satellite clinics across the UK
- Ensuring an excellent service to our clients and responding to clients if we have not performed as well as we could.
Reception: -
- Opening and closing the Clinic
- Greeting patients and their parents
- Ensuring the Reception area and clinic rooms are tidy.
- Assisting Clinicians with antibacterial cleaning of clinical rooms between patients
- Ensuring touch points and seating are antibacterial cleaned throughout the day.
- Taking delivery of packages
- Taking payment after appointments
- Ensuring general H&S within the Reception area, clinical rooms, and toilets, including evacuating patients from the reception area in case of an emergency
- Ensuring clinic rooms and toilets are stocked with items needed for the day.
- Ensuring the hoist battery is charged.
- Answering general phone calls and passing through to the correct department (taking messages where required)
Job description
Job responsibilities
Management: -
- Leading and mentoring a team of 6
- Provide leadership and guidance to ensure excellent customer service
- Communicate with customers to address inquiries, complaints, and escalations
- Managing the team rota, authorising team holiday requests and delegating service cover within the team
- Analyse customer feedback and data to identify areas for improvement
- Develop and implement strategies to enhance the customer experience
- Collaborate with other departments and team leads to resolve customer issues and improve processes
- Managing team absence and performance, escalating where required
- Completing skills gap analysis and organising necessary development training for individuals and the team
- Chairing regular team meetings and providing feedback to the Senior Management team
- Completing Team 1:1s, setting individual objectives and monitoring progress
- Setting KPIs and tracking team performance in line with set objectives
- Leading on team initiatives and projects inline with business development
- Work as part of the H&H&S taskforce to ensure compliance and best practice.
- Ensure GDPR guidelines and good practice are followed.
- Covering the Office Managers duties during annual leave
Clinician Assistance: -
- First point of contact for patient appointments and general queries
- Support with administrative tasks including booking and changing appointments on E-Clinic system.
- Organise Clinicians diaries for holidays and appointments.
- Order items on behalf of the Clinicians for patients
- Sending out quotes and invoices for treatment (Patients, Embassies and Case Managers)
- Supporting with day-to-day tasks
Administration: -
- Creating purchase orders
- Booking in referrals from 3rd parties involved in patient care.
- Organising notes for legal purposes, ensuring GDPR followed
- Organising follow up appointments.
- Taking payments and following up unpaid invoices
- Liaising with Insurance companies for payment of patient care
- Packaging and sending out patient footwear and orthotics by post and courier.
- Adding specifications to Smartsheets (our scheduling system) and passing through to Manufacturing
- Ensuring that completion of orders are followed through on Smartsheets and goods are manufactured in time for appointments.
- Supporting the wider Admin team during absence or busy periods
- Liaising with Manufacturing for updates for patients
- Taking minutes during both clinical and administrative meetings
- Making packages for online orders
- Following up with clients after their initial consultation to see if they would like to carry out further treatment.
Customer Service: -
- Answering general enquiries and being the first point of contact to prospective clients
- Responding to prospective and existing clients emails via our Company mailbox
- Explaining treatments, we provide and pricing structures.
- Taking calls for the wider administrative team and dealing with queries from existing customers
- Booking initial consultations for clients including for our Satellite clinics across the UK
- Ensuring an excellent service to our clients and responding to clients if we have not performed as well as we could.
Reception: -
- Opening and closing the Clinic
- Greeting patients and their parents
- Ensuring the Reception area and clinic rooms are tidy.
- Assisting Clinicians with antibacterial cleaning of clinical rooms between patients
- Ensuring touch points and seating are antibacterial cleaned throughout the day.
- Taking delivery of packages
- Taking payment after appointments
- Ensuring general H&S within the Reception area, clinical rooms, and toilets, including evacuating patients from the reception area in case of an emergency
- Ensuring clinic rooms and toilets are stocked with items needed for the day.
- Ensuring the hoist battery is charged.
- Answering general phone calls and passing through to the correct department (taking messages where required)
Person Specification
Qualifications
Essential
- Qualifications:-
- Strong leadership skills with the ability to motivate and inspire a team.
- Strong professional written and verbal skills
- Excellent communication skills
- Ability to analyse data and make data-driven decisions.
- Proven experience in managing customer service operations or a similar role in a fast paced environment working with sensitive data
- Strong problem-solving skills and the ability to handle difficult situations
- Exceptional organisational and time management skills
- We offer appointments one late night per week (Thursday) and one Saturday per month which the Admin/Customer Service cover on a rota basis which is compensated as time off in lieu.
Person Specification
Qualifications
Essential
- Qualifications:-
- Strong leadership skills with the ability to motivate and inspire a team.
- Strong professional written and verbal skills
- Excellent communication skills
- Ability to analyse data and make data-driven decisions.
- Proven experience in managing customer service operations or a similar role in a fast paced environment working with sensitive data
- Strong problem-solving skills and the ability to handle difficult situations
- Exceptional organisational and time management skills
- We offer appointments one late night per week (Thursday) and one Saturday per month which the Admin/Customer Service cover on a rota basis which is compensated as time off in lieu.
