Optical Regional Support Manager - East Midlands

Leicester, England, United Kingdom

11/19/2024

Job Title: Regional Support Manager

Location: Field based

Reporting to: Regional Manager

Hours: Monday to Friday 37.5 hours per week

Salary: £28,000 - £33,000 + Monthly commission

About Us

At OutsideClinic, we’re proud to be the UK’s leading specialist provider of eye and hearing healthcare at home. Our mission is simple yet impactful: to improve the health, wellbeing, and happiness of older people. We achieve this through exceptional care and life-changing clinical domiciliary services.

We believe that world-class eye and hearing healthcare should be accessible and affordable for everyone, especially for those unable to visit the high street unaided. Our values—Clinical Excellence, Positive Impact, and a passion for Continuous Improvement—are the driving force behind everything we do.

Role Overview

As a Regional Support Manager, you’ll play a crucial role in enhancing the performance and development of our field-based teams, working in close collaboration with the Regional Managers. This leadership role is pivotal to ensuring our teams deliver exceptional domiciliary care and achieve both clinical and commercial excellence.

You’ll work across your region and contribute to national initiatives, providing hands-on coaching, analysing performance data, and driving continuous improvement. As a role model and key influencer, you’ll inspire teams, elevate standards, and support the achievement of company goals.

Key Responsibilities

Coaching and Development

• Deliver in-person and virtual coaching/training to field-based teams, focusing on clinical and commercial performance to improve customer outcomes and experience.
• Foster professional, respectful, and supportive relationships, keeping customers and colleagues at the heart of everything we do.
• Provide constructive feedback, highlight areas for growth, and create personalised development plans to help staff achieve their full potential.
• Identify and maximise opportunities for customers to access our full range of products and services.
• Facilitate training sessions, both one-to-one and group-based, as required by Regional Managers or central initiatives.
• Support the onboarding and probationary processes for new team members, ensuring a positive start to their journey with us.
  
  

Leadership and Collaboration

• Partner with Regional Managers in regular review meetings to drive key performance indicators, including Customer Satisfaction, Commercial KPIs, Employee Engagement, and Retention.
• Step into a leadership role, deputising for Regional Managers as needed, and providing day-to-day team support.
• Build strong relationships within your region and across the wider Regional Support team, as well as with internal stakeholders, to foster collaboration and continuous improvement.
• Lead or contribute to projects at regional or national levels, driving a high-performing and innovative culture.
• Represent OutsideClinic at local and national events, championing our mission and values.
  
  

Performance and Data Insight

• Analyse performance data to identify trends, root causes, and opportunities for improvement.
• Develop and implement action plans based on insights to enhance team performance.
• Share findings and collaborate on group-level initiatives to address recurring themes and support the success of all field-based teams.
  
  

About You

Essential Skills and Experience

• Proven experience in customer care, particularly sales and aftercare.
• Strong ability to build and maintain influential, supportive relationships.
• A solid understanding of the optical industry, with expertise in clinical and sales best practices.
• Demonstrable leadership skills, with the ability to inspire and guide teams.
• Excellent feedback and coaching capabilities, translating insights into actionable improvements.
• Self-motivated and goal-oriented, with the ability to work independently and collaboratively.
• Outstanding organisational skills, capable of managing your workload and diary to meet objectives.
• Adaptable and resilient, able to respond effectively to changing priorities.
• Exceptional communication skills across multiple channels.
• Proficiency in analysing data to inform decisions and drive performance improvements.
  
  

Desirable Qualifications

• Coaching qualifications.
• Leadership and Management certification (ILM Level 3 or above).
• Qualified Dispensing Optician status.
  
  

Why Join Us?

At OutsideClinic, we’re dedicated to making a difference. In addition to supporting the wellbeing of our customers, we believe in nurturing and developing our colleagues. You’ll be joining a passionate, forward-thinking team that’s committed to delivering excellence while fostering a culture of collaboration and continuous improvement.

Additional Information

This role may involve other duties as required, aligned with company policies, procedures, NHS guidelines, and current legislation.

Ready to Make an Impact?

If you’re passionate about delivering exceptional care and have the skills to inspire and develop others, we’d love to hear from you!

We’re here to transform lives by helping people see better, hear better, and live better. Join us on our mission to make a difference.