Administration Coordinator and Receptionist

2 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 coordinating other staff members 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**:

- Tuesdays 06:45-13:30 (6hr 15 mins)
- Wednesdays 06:15-13:30 (6hr 45 mins)
- Thursdays 06:45-13:30 (6hr 15 mins)
- Fridays 15:00 - 21:15 (5hr 45mins)
- Sundays (alt week) 10:00 - 13:45 (3hrs 45mins)

**Averaging for wages at approx 25hrs each week + some WFH hours**

**(w/ opportunity for expansion of hours)**

**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 this role**:

- Complaint handling and reporting. Both Customer Service, training and support for the admin team, implementing procedure and reporting to ensure a 15% reduction in negative feedback within 6 months.
- To support the _Practice Manager _and to work alongside the _Administration and Reception Supervisor _to track and minimise mistakes within the admin team to ensure a 25% reduction in recorded mistakes within 6 months.
- 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 _Practice Manager _with tracking and reporting KPI/ KPA's for the practitioner team.
- To support the _Administration and Reception Supervisor_ with reporting KPI/ KPA's for the administration team.
- To quarterly input the full schedule (using the booking system MindBodyOnline or a future booking system) classes/appointments including segregation and limitations to prevent double bookings.
- Be accountable for liaising with Insurance companies and collecting aged debt.
- To support the business owner in facilities management and maintenance management.
- Some of this role will be added to, if you take on the full time opportunity.

**This role will also require a large proportion of the role to be completed concurrently to being 'on desk' and completing reception duties**:
**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
- Covid cleaning throughout shift
- To adhere to Covid procedures and policies outlined in the companies risk assessment and responsibility implement this as a team.

**Coordinator Position - Full Job description**:

- **General**:_
- 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 between the supervisor and the coordinator 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.
- **Statistic and Personnel Management**:_
- To meet weekly with the Admin Supervisor for your supervision, delivering your KPI scorecard and contributing to your weekly agenda.
- To support the Admin Supervisor with all FOH personnel training, including developing training materials and deliv

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