AddressBackground
We are OutsideClinic - the UK's leading specialist provider of eye and hearing health care at home. Our mission is to improve the health, wellbeing and happiness of older people. We do this by providing extra ordinary care through life enhancing life changing clinical domiciliary services. We believe that clinically excellent eye and hearing health care should be accessible and affordable for all, especially for those who can't get to the high street unaided. Our Values are at the core of what we do. We believe in Clinical Excellence, making a Positive Impact, and we are passionate about continually improving in everything we do.
Job Summary
Supporting the Regional Managers, you will play a pivotal role in developing our field-based teams to enhance both their clinical and commercial performance to deliver excellence in domiciliary care to our customers. Your responsibilities will include working alongside the Regional Managers to play a leadership role with the regional teams, working on national projects that support all optical field-based teams, analysing performance data and developing plans to address performance concerns, and fostering a culture of continuous improvement. This role requires a deep understanding of optometry practices, excellent feedback and coaching skills, and a commitment to elevating the standards of eye care. You will be a role model for your regional and national team and skilled at influencing and positively impacting on colleagues.
Principle Accountabilities
Coaching and Development
- Provide hands on coaching and development, in person and virtually, with field-based teams emphasising clinical and commercial performance, resulting in measurable outcomes and continuous enhancement of our customer experience.
- Build professional, respectful, and supportive relationships with field-based teams placing both customers and colleagues at the heart of all we do.
- Drive performance through highlighting key feedback needed to meet business priorities, demonstrating best practice and creating personalised development plans to address strengths and areas for improvement.
- Help Optometrists and Dispensers identify and maximise opportunities for our customers to see better with Accessories and Magnifiers, and in customer conversations that ensure every customer has the awareness and potential peace of mind that our care plan provides.
- Be an advocate of our ambition to ensure every optical customer is aware of our hearing services and will spot opportunities and coach colleagues (in line with our mission vision and values)
- Deliver training within the region (at a group or one to one level) as required by the Regional Managers or from any central initiatives.
- Play a key role supporting newly onboarded Optometrists and Dispensers through probation.
Leadership
- Support Regional Managers through regular review meetings to lead the team to exceed our key measures of success – Customer Satisfaction, Commercial KPI Performance, Employee Engagement and Retention.
- Support with day to day management of the team, deputising for your Regional Manager as required.
- Build big relationships within the wider Regional Team, other Regional Support Managers and the Optical Development Leads as well as all necessary internal stakeholders to help deliver on our objectives and influence our continuous improvement opportunities both at Regional and Company level.
- Participate in or lead specific Projects either within your region or across the national team that enable us to drive a high performing culture.
- Where required represent the Company at local or national events.
Data Analysis
- Analyse performance data and identify root causes for changes in performance and work with the Regional Managers to implement actions for improvement.
- Identify opportunities for performance improvement based on data driven insight.
- Identify trends and themes that can be addressed at a group level or shared with the Optical Development Leads to develop interventions to support the field-based teams.
About you
- Competent in all areas of customer care but specifically dispensing and aftercare.
- Ability to build and maintain strong influential relationships.
- Previous experience in the optical industry with knowledge of clinical and dispensing best practice.
- Demonstratable leadership skills.
- Strong ability to translate feedback into clear, actionable behavioural changes.
- Self-starter - driven and focused on achieving goals & able to work alone and in teams.
- Excellent organisational skills – able to manage workload and own diary to ensure company goals are exceeded.
- Flexibility to adapt to changing circumstances and business priorities.
- Excellent communication skills across various channels available.
- Proficient in analysing data to identify trends, root causes and areas for improvement.
Benefits
- Salary up to £33k per annum
- Electric company car (for field-based employees)
- Private Medical Insurance
- Life Assurance
- Free eye and hearing tests
- Discounted hearing care products and eyewear
- Generous pension scheme matched up to 5%
- Access to our Wellbeing initiative, Health Assured
In addition to your principle accountabilities above you may be required to perform other duties from time to time, and to operate in line with company policies, procedures, NHS guidelines and current legislation at all times.
