Clinical Manager

Clinical Manager – Specsavers

Location: Swindon

Reports to: Store Directors / Store Manager

Role Purpose

As a Clinical Manager at Specsavers, you will play a pivotal role in delivering a seamless and efficient clinical experience for our customers. You will lead the clinic and contact lens operations, ensuring exceptional service, minimal waiting times, and a well-organised environment. You will also support the development and performance of your team, driving clinical excellence, commercial success, and a culture aligned with Specsavers’ values.

Key Responsibilities

Clinic & Contact Lens Operations

- Manage clinic flow to ensure patients are seen promptly and efficiently.
- Oversee the contact lens department, ensuring high standards of service and technical excellence.
- Drive clinic efficiency through effective use of systems and technology (e.g. FARS, RemoteCare and RemoteTeach).
- Monitor and analyse clinic and contact lens performance data to inform planning and improvements.
- Ensure completion and review of all required reports.

Team Leadership & Development

- Lead, coach, and motivate your team to deliver outstanding customer service.
- Conduct regular team meetings, training sessions, and 1-2-1s to support development and performance.
- Support with onboarding, and induction of new team members.
- Foster a positive, inclusive, and high-performing team culture.
- Support the development of team members through coaching, feedback, and performance reviews.

Customer Experience

- Act as the first point of contact for patients, ensuring a warm and professional welcome.
- Resolve customer concerns confidently and positively.
- Build strong relationships with customers, turning them into ambassadors for the brand.

Store & Business Support

- Support daily store operations, including key holder for opening/closing the store and delivery of morning team   huddles as required                                                                                                                                                                                                            - Assist with business planning and drive key performance indicators (KPIs).
- Maintain store compliance with legal and professional standards.
- Ensure the store environment is always presented to the highest standards.

 Benefits: 

• Full time - 40 hours a week - weekend working is essential for this role 
• Early and late shifts 
• Salary - £32,000 plus a generous monthly bonus 
• Private healthcare
• Specsavers perks 

Specsavers Behaviours

Focus on the Customer

- Always act in the best interests of the customer.
- Seek ways to improve service and exceed expectations.
- Understand how your role impacts the customer journey.

Support the Partnership

- Collaborate with store partners to grow the business.
- Respect and understand partner challenges.
- Deliver on commitments and act on feedback.

Act as One Team

- Support colleagues and work collaboratively.
- Value diverse perspectives and communicate openly.
- Contribute positively to team goals.

Make It Happen

- Take ownership and deliver results with passion.
- Involve the right people and keep things simple.
- Celebrate success and continuously raise the bar.

Understand Our Business

- Be curious about Specsavers’ products, services, and history.
- Act as a brand ambassador and embrace change.

Leadership Expectations

- Lead by example, living Specsavers’ values and behaviours.
- Set clear direction and help others understand their role.
- Build trust through honest conversations and accountability.
- Recognise and reward great performance.
- Invest in coaching and developing talent.
- Be approachable, communicative, and supportive through change.

Essential Skills & Experience

- Proven experience in team leadership and people development.
- Strong organisational and communication skills.
- Customer-focused mindset with a commitment to excellence.
- Commercial awareness and ability to drive performance.
- Ability to implement change effectively and consistently.

Desirable Skills

- Knowledge of contact lens products and services.
- Experience in the optical and/or hearing sector.
- Management or leadership qualifications.