REGIONAL SUPPORT MANAGER SOUTH WEST

I am working in partnership with an established company who are the leading eye and hearing care provider. With a team of over 500 dedicated health care professionals conducting well over 200000 home clinics each year.
My client’s mission is to extend the highest quality health care services beyond the high street. To make these essential services more accessible more personal and more effective.


Job Summary

Supporting the Regional Managers you will play a pivotal role in developing our fieldbased 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 fieldbased 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 fieldbased teams emphasising clinical and commercial performance resulting in measurable outcomes and continuous enhancement of our customer experience.
• Build professional respectful and supportive relationships with fieldbased 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 fieldbased 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.
• Selfstarter 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 fieldbased 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.

The UK has an ageing population. And as we age quality eye and hearing care becomes increasingly more important to our quality of life. That’s why it’s our mission to extend the highest quality health care services beyond the high street. To make these essential services more accessible more personal and more effective.

More than 35 years since our inception we are now the UK's leading home eye and hearing care provider. OutsideClinic brings together a team of over 500 dedicated health care professionals conducting well over 200000 home clinics each year.

With the support of the Optimism Health Group and the recent acquisition of Visioncall we continue to grow to meet the growing demand for outstanding care. We’re always looking forward seeking new ways to develop our business and practice so we can provide extraordinary care to those who need us the most.