Operations & People Manager

Liverpool Chiropractic Clinic
Full\-time \| Liverpool

The Role:

Liverpool Chiropractic Clinic is looking for an exceptional Operations \& People Manager to take ownership of the day to day running of our busy clinic and, most importantly, the management and performance of our team.

This is not a passive administrative management role.

We are looking for someone who is proactive, organised, confident and comfortable taking responsibility.

You'll work closely with the Clinic Owner and senior management, but you'll be expected to take ownership of your responsibilities without needing to be constantly followed up, reminded or micromanaged.

Once a process has been agreed, we want someone who will make sure it happens — consistently.

The successful person will have the confidence to lead a team, hold people accountable, address poor performance when necessary and ensure that the standards and systems we've put in place are actually followed.

At the same time, you'll be joining a friendly, close knit team, so we're looking for somebody who can combine strong leadership and authority with being approachable, supportive and willing to get stuck in.

What You'll Be Responsible For:

1\. People Management \& Accountability

A major part of your role will be managing the team and maintaining high standards across the clinic.

This will include:

• Managing the day\-to\-day performance of the clinic team


• Holding regular 1\-to\-1 meetings


• Setting expectations and following up agreed actions


• Holding team members accountable to their responsibilities and KPIs


• Identifying performance issues early and addressing them


• Conducting difficult conversations when required


• Managing formal performance\-management and disciplinary processes


• Recognising good performance and helping high\-performing team members develop


• Helping create a culture where people take ownership of their roles

We don't want problems left to drift.

If something isn't being done properly, you'll be expected to identify it, address it and make sure it improves.

2\. Team Training \& Coaching

You'll play an important role in maintaining standards across both our administrative and clinical teams.

This will include:

• Running regular staff training


• Conducting role\-play sessions


• Coaching reception and practitioner communication


• Role\-playing patient conversations with chiropractors and other practitioners


• Reinforcing agreed sales and patient\-conversion processes


• Reviewing scripts, protocols and processes with team members


• Identifying where individuals need additional coaching


• Following up afterwards to ensure the training has translated into performance

You do not need to be a chiropractor or clinician.

You do need to be comfortable coaching professionals, challenging them when necessary and asking why agreed processes are not being followed.

3\. Recruitment \& HR

You'll take an active role in building and maintaining a high\-performing team.

Responsibilities will include:

• Advertising vacancies


• Screening candidates


• Conducting interviews


• Coordinating trial/shadowing days


• Supporting onboarding


• Managing probationary periods


• Conducting probation reviews


• Managing performance\-improvement processes


• Managing disciplinary processes where required


• Supporting decisions around termination of employment


• Keeping appropriate HR records and documentation


• Working with our external HR/employment advisers where required

You need to be comfortable having difficult conversations professionally and fairly rather than avoiding them.

4\. Clinic Operations

You'll be responsible for making sure the clinic runs properly every day.

This includes:

• Managing staff rotas


• Managing holidays and absence


• Ensuring adequate staffing levels


• Coordinating sickness cover


• Making sure agreed clinic systems and processes are followed


• Monitoring operational issues and fixing them before they become bigger problems


• Maintaining internal checklists and recurring operational tasks


• Following up outstanding actions


• Coordinating with suppliers and external companies


• Managing day\-to\-day issues without automatically escalating them to the Clinic Owner

A large proportion of the role involves recurring responsibilities.

We're therefore looking for someone who is exceptionally good at creating routines, maintaining systems and completing important tasks without needing reminders.

5\. Front\-of\-House Oversight

Although this is a management position, we're a team and occasionally everyone needs to get stuck in.

You will oversee our reception/front\-of\-house function and be capable of stepping onto reception when necessary due to sickness, annual leave or unexpected staffing issues.

You'll therefore need to be comfortable:

• Speaking to patients face\-to\-face


• Answering phones


• Managing appointment queries


• Handling difficult or unhappy patients


• Responding to complaints


• Responding to emails


• Taking payments


• Understanding our booking and practice\-management systems


• Supporting reception during particularly busy periods

We don't expect the Operations \& People Manager to spend their working week on reception.

We do expect them to be willing and able to step in when the clinic needs them.

6\. Financial \& Administrative Responsibilities

You'll also take responsibility for a number of important recurring administrative processes, including:

• Payroll preparation and administration


• Checking staff hours and relevant payroll information


• Managing clinic memberships and direct debits


• Resolving failed or incorrect payments


• Monitoring relevant financial and operational information


• Producing regular clinic statistics


• Maintaining KPI dashboards


• Checking that reports are accurate and completed on time


• Identifying unusual trends or problems within the numbers


• Providing concise updates to the Clinic Owner

You do not need to be an accountant, but you must be comfortable working with numbers, spreadsheets and business KPIs.

7\. Reporting \& KPIs

One of the most important parts of the role will be knowing what is happening within the clinic without the Clinic Owner having to find out himself.

You'll monitor agreed KPIs across the business and highlight:

What's going well.

What's not going well.

Why.

What we're doing about it.

Where possible, we want someone who brings a solution rather than simply bringing a problem.

The Person We're Looking For

This role will suit someone who naturally takes ownership.

You are likely to be someone who:

• Is highly proactive


• Doesn't need chasing


• Is extremely organised


• Notices when something isn't right


• Follows things through to completion


• Has excellent attention to detail


• Is comfortable working independently


• Takes initiative rather than waiting to be instructed


• Enjoys creating order and structure


• Is confident managing different personalities


• Can be warm and approachable while maintaining authority


• Is comfortable challenging people respectfully


• Doesn't shy away from difficult conversations


• Is resilient and emotionally steady


• Can separate friendship from management responsibility


• Is comfortable holding someone accountable even when they personally like them


• Has strong judgement


• Communicates clearly


• Is commercially minded


• Is comfortable working with numbers


• Understands that consistency is often more important than continually introducing new ideas


• Is prepared to roll their sleeves up when necessary

Most importantly, you do what you say you're going to do.

Management Style

We're not looking for a micromanager.

We're looking for someone who creates clarity, structure and accountability.

Our team should know:

• What is expected of them


• How their performance is measured


• Whether they're meeting that standard


• What needs to change if they're not


• That agreed actions will be followed up

You should be able to build strong relationships with the team without becoming uncomfortable when those same people need to be challenged.

The right person will earn respect because they are fair, consistent, dependable and willing to make decisions.

Experience

We would particularly welcome applicants with experience in areas such as:

• Operations management


• Practice management


• Healthcare management


• Dental practice management


• Private healthcare


• Multi\-site or high\-volume service businesses


• Hospitality management


• Retail management


• Fitness/leisure management


• Other people\-intensive service businesses

Previous healthcare experience would be useful but is not essential.

Strong people\-management and operational\-management skills are more important to us than knowing how a chiropractic clinic works on day one.

Full training on our clinic, systems and processes will be provided.

Previous Management Experience

We are looking for someone who has genuinely managed people rather than simply held a management title.

Ideally you will have experience of several of the following:

• Managing a team


• Conducting 1\-to\-1s


• Setting and reviewing KPIs


• Performance management


• Coaching staff


• Recruitment and interviewing


• Managing probation periods


• Conducting difficult conversations


• Formal disciplinary processes


• Staff rotas


• Payroll


• Customer/patient complaints


• Financial administration


• Producing management reports


• Managing recurring operational processes

What Success Looks Like

You'll know you're succeeding in this role when:

The clinic runs smoothly without the owner needing to become involved in routine operational matters.

The team know what they're responsible for.

Actions agreed in meetings actually happen.

Poor performance is identified and addressed.

1\-to\-1s and reviews happen consistently.

Rotas and staffing are organised in advance.

Training happens regularly.

Our reception function operates at a high stand

This listing is from Indeed. View original listing ↗