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.
