Receptionist/administrator

3 weeks ago

London, United Kingdom Reform Physiotherapy and Pilates Limited Full time

We are seeking a highly professional, administrator who has an interest in health, fitness and well-being and a natural empathy for people.

You must have experience in customer service as well as working to KPI/KPAs as this will be a large proportion of the role.

You must be proficient at using a Mac and particularly Excel, Google Sheets and Docs and eager to learn.

You will be happy to be flexible in your hours and work mutually agreed overtime in addition to the hours advertised (at your agreed rate) to cover the reception desk if it is needed. You will be in directly reporting to the _Administration and Reception Supervisor _and will help to support the other members of the reception team.

**Example starting hours**:

- Mondays 13:30-21:30 (7hr 30 mins)
- Thursdays 06:45-13:00 (5hrs 45mins)
- Fridays 15:00 - 21:15 (5hr 45mins)
- Saturdays 07:45 - 17:15 (9hrs)
- Sundays (alt week) 08:30 - 13:45 (5hrs 25mins)

**There are 2 levels of role that we are recruiting for within this one job advert, both a Junior and more Senior position.**

**There will be support and on-boarding training provided with the **_**Admin Supervisor **_**but you will be required to use your initiative and be autonomous within this position in the leadership team for the Front of House.**

**KPI's individual to Senior role**:

- Complaint handling and reporting. Both Customer Service, training and support for the admin team, implementing procedure and reporting.
- Procurement systems need to be slick and fit for purpose to ensure that the Company is paying the best rates for stock and consumables.
- Within this procurement task you must work with the _Admin and Reception Supervisor_ to increase in-house sales of stock to our clientele, this includes display optimisation and sales training with the team.
- To support the _Administration and Reception Supervisor_ with reporting KPI/ KPA's for the administration team.
- To support the business owner in facilities management and maintenance management.
- To support the Admin Supervisor and Practice Manager in the senior admin tasks.

**This role will also require a large proportion of the role to be completed concurrently to being 'on desk' and completing reception duties**:
**Responsibilities for both the Junior and Senior Role**:
**Front of House**:

- To welcome clients and be able to remember regular clients names to maintain a ‘family’ feel at Reform.
- Appropriately taking appointment and class cancellations and enacting the cancellation policy.
- Diary management and bookings.
- Updating client accounts and taking payments.
- Contacting clients to collect payment and debt collecting
- Ensure that the diary is managed well for the practitioners with mínimal unusable gaps, that all breaks and meetings are scheduled.
- General administrative support for the clinic owner, and other Practitioners.
- Responsible for light cleaning of the clinic at the end of each shift
- Cleaning throughout shift
- **General**:_
- To meet weekly with the Admin Supervisor for your supervision, delivering your KPI scorecard and contributing to your weekly agenda.
- To work alongside the Admin Supervisor in guiding the admin team and supporting the Practice manager with the running of the clinic.
- This role requires collaboration with the supervisor to support the admin team.
- To maintain the appearance of the Front of House areas and general aesthetic of the clinic.
- To Support the Directors and the Admin Supervisor in their tasks that are delegated to you.
- To support the Admin Supervisor in the management of stakeholders involved in the upkeep and/or maintenance of premises, equipment and facilities.
- To deliver excellent sales, customer service and company representation while completing general receptionist and administrative tasks. You will be required to use some of your time on the desk to also deliver some of the below tasks.
- To cover the desk whenever is needed inside your working hours, if it is needed in an Emergency.

**Further information and detail for job description for the Senior Administration role ONLY.**
- **Statistic and Personnel Management**:_
- To support the Admin Supervisor with all FOH personnel training, including developing training materials and delivering both 1:1 and in person training sessions.
- To support the Admin Supervisor by facilitating the recording of stats for the admin team daily, weekly and monthly
- To be responsible for ensuring that Reform PP has every employee and contractor compliant with their qualifications, insurance information and registrations on engagement with the company and audited on an annual basis.
- To ensure that the team has completed all Mandatory Training ie BLS
- Liaison with the Practitioner team in regard to patient bookings, covering annual leave and illness.
- To support the Admin Supervisor with the team’s Annual leave and cover sheet
- To support the Admin Supervisor with the team’s timesheets and Contractor payr

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