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Receptionist - Part and Full Time

5 months ago

London, United Kingdom APPI Clinics Full time

**About us**

APPI Clinics is a small Physiotherapy and Pilates business in London, NW3 2RX. We are inclusive, supportive and compassionate people who seek innovation and pride ourselves on our expertise. Our mission is to help our clients build their most powerful mind and body through our passion, expertise and experience in Physiotherapy and Pilates.

**Our work environment includes**:

- Wellness classes
- Growth opportunities
- Regular social events

An exciting opportunity has arisen for a full and part time receptionists at APPI Clinics in Hampstead, London.

Our well established and reputable clinics are all about helping people to feel good again, whether with Physio, Rehab, Pilates, Massage or a combination of all. Our teams in London are experts in our world-renowned method of APPI Pilates - helping people with any level of fitness or injury to achieve their movement potential.

You will have a key role in providing a positive experience and exceptional service to help assist our clients throughout their journey with us.

**Requirements**:

- You will have experience in a similar role, ideally within a medical or leisure business
- You will be an essential part of a customer service driven team, a go-to person in helping our clients.
- Positive and outgoing with the ability to naturally converse with customers
- Passionate about providing exceptional customer service, committed to understanding a customer’s needs/expectations with a strong desire to exceed them
- Adaptable with the ability to build strong working relationships within small teams
- A natural affinity for promoting our products and services
- Have experience with appointment booking systems, outlook and excel
- Be genuinely passionate about delivering excellent customer experiences in a warm and friendly manner
- Set exceptional service standards with attention to detail
- Be highly presentable in appearance
- Possess strong interpersonal and communication skills with a good command of English is essential both verbal and written

**Benefits**:

- A supportive working environment where each team member receives genuine support according to their individual needs.
- Being part of a friendly team that shares your purpose and achievements.
- Free Pilates classes and generous discounts on all services and products to you and family.
- Competitive salaries and revenue based bonus system.
- Meaningful project work to assist your career progression.
- Generous staff benefits, including pension, 28 days AL, sick pay and team socials.

**Full Job Description**:
Roles and responsibilities - Reception
- Be passionate about delivering excellent customer experiences with warmth, humor and friendliness.
- Exceptional service standards with attention to detail and efficiency
- Welcome, introduce and tour new clients to the clinic
- Provide friendly and helpful tours of the centre to ‘walk-in' potential new clients
- Assist clients with bookings at reception though MindBody and Cliniko
- Assist new class clients with sign up, bookings and payments on MindBody and Cliniko
- Possess an array of adaptable communication styles which can be accessed across different client circumstances
- Manage last minute changes to the the appointments schedule when staff are away sick or on AL

Roles and responsibilities - Administration
- Receive and correctly allocate and book new medical referrals to relevant clinicians according to their specialties and network connections
- Sort all mail and action accordingly
- Manage and record client complaints, escalating to director where indicated.
- Advise reception manager of maintenance issues asap and assist where possible.
- Manage any emergency maintenance issues which arise and co-ordinate with the reception manager and/or clinical directors where appropriate.
- Assist in the debt collection process of ‘gap payments’ from insurance companies and aged debt in liaison with the accounts department
- Manage the MBO class timetable, staff changes and online class booking links
- Assist new reception staff on any policies and procedures which need further training
- Advise reception manager of improvements or additions to admin policies and procedures that may be implemented to uphold high standards of efficiency and productivity
- Populate data into weekly statistics sheets
- Populate data into new clients sheets

Roles and responsibilities - Sales
- Merchandise, promotion and sale of all products and services to our clients.
- Meeting revenue and targets and clinic objectives.
- To work effectively conscientiously to achieve sales targets for memberships and promotions
- To help communicate new promotions to clients and the clinical team

Roles and responsibilities - Financial management
- Daily and weekly reconciliation of monies.
- Daily and weekly monitoring of money generated.
- Monthly expense reporting.
- Petty cash recording.

Roles and responsibilities - Studio relations
- Maintain a high standard of c