Job Description
Company Overview:
Eye Emporium Group, an independent optician, contact lens specialist, and qualified audiology provider, has been serving London and Kent since 1982. With 13 established practices, we are proud to be the trusted, local choice for generations of satisfied patients. With recent fresh investment, Eye Emporium has opened a new flagship practice in Wandsworth, South-West London, in Spring 2024. This practice marks a significant milestone, featuring new branding and serving as the focal point for a brand reboot across the entire business.
Our vision is to provide world-class clinical standards and unrivalled customer care. We are seeking a dynamic and driven Practice Manager to join the business and help us achieve our patient care and commercial objectives.
Job Overview:
As the Practice Manager, you will lead one or more of our practices. This involves direct line management of optical advisers and dispensing staff, and working alongside optometrists to achieve shared goals. You will be hands-on, skilled in dispensing, and passionate about patient care and the industry. Agile and able to prioritise, you will be responsible for meeting a wide range of metrics across commercial, customer, and control KPIs. A curious mindset is key, as our leaders are expected to bring positivity and a 'can-do' attitude to their daily roles. You will be a great rapport builder who can engage with external stakeholders to find ways of marketing the practice to new customer bases.
Key Responsibilities:
Team Management and Business Growth:
· Effectively manage direct reports, including dispensing opticians, clerical staff, optometrists, and front-of-house staff.
· Build strong working relationships with optometrists, fostering collaboration to deliver comprehensive eye care services.
· Create a collaborative environment and maintain open communication with front-of-house staff to ensure a positive and efficient patient experience.
· Supervise and train junior staff to ensure high performance and provide ongoing development opportunities.
· Implement strategies to achieve challenging commercial targets.
· Develop and deliver training programmes for the team to enhance their skills and performance.
Community Engagement:
· Establish strong relationships with the local community and businesses.
· Develop and implement initiatives to increase the practice's visibility and drive patient engagement.
· Actively seek opportunities for shared and secondary care collaboration with the NHS.
Dispensing Optician Tasks:
· Design, measure, fit, and adapt lenses and frames for clients.
· Assist clients in selecting frames.
· Measure customers for eyeglasses and coordinate frames with facial and eye measurements and optical prescriptions.
· Prepare work orders for the optical laboratory, detailing instructions for grinding and mounting lenses in frames.
· Verify the accuracy of finished lenses.
Key Result Areas/Deliverables:
· Achievement of a range of customer and commercial KPIs.
· Compliance with internal and NHS regulations and standards.
· Effective training and development of team members.
· Increased patient volumes through strategic business development.
· Positive community engagement and strong relationships with local businesses.
· A proactive, positive, and collaborative approach with peers and across the business.
Experience:
· A qualified dispensing optician, or an experienced dispenser motivated to work towards that goal.
· Strong leadership skills with a proven track record in managing teams in a dynamic, customer-focused environment.
· Demonstrated ability to build successful working relationships with optometrists, dispensing opticians, and front-of-house staff to achieve business objectives.
· Proven experience in developing and implementing training programmes to enhance team performance.
· A history of driving business growth through effective management strategies and meeting challenging commercial targets.
· Charismatic and personable, with the ability to inspire and motivate a diverse team.
· Commitment to providing world-class customer service and maintaining high standards of patient care.
Location and Salary:
You will be placed in one of our practices in London, the location of which will be determined during the recruitment process after consideration of the skillset and commutable reach of the successful candidate.
Equal Opportunity Employer Statement:
Eye Emporium is an equal opportunity employer committed to diversity and inclusion.