Job Description
We are seeking a highly professional, administrator who has an interest in health, fitness and well-being and a natural empathy for people.
You must have experience in coordinating other staff members as well as working to KPI/KPAs as this will be a large proportion of the role.
You must be proficient at using a Mac and particularly Excel, Google Sheets and Docs and eager to learn.
You will be happy to be flexible in your hours and work mutually agreed overtime in addition to the hours advertised (at your agreed rate) to cover the reception desk if it is needed. You will be in directly reporting to the Administration and Reception Supervisor and will help to support the other members of the reception team.
Example starting hours:
- Tuesdays 06:45-13:30 (6hr 15 mins)
- Wednesdays 06:15-13:30 (6hr 45 mins)
- Thursdays 06:45-13:30 (6hr 15 mins)
- Fridays 15:00 - 21:15 (5hr 45mins)
- Sundays (alt week) 10:00 - 13:45 (3hrs 45mins)
Averaging for wages at approx 25hrs each week + some WFH hours
(w/ opportunity for expansion of hours)
There will be support and on-boarding training provided with the Admin Supervisor but you will be required to use your initiative and be autonomous within this position in the leadership team for the Front of House.
KPI's individual to this role:
- Complaint handling and reporting. Both Customer Service, training and support for the admin team, implementing procedure and reporting to ensure a 15% reduction in negative feedback within 6 months.
- To support the Practice Manager and to work alongside the Administration and Reception Supervisor to track and minimise mistakes within the admin team to ensure a 25% reduction in recorded mistakes within 6 months.
- Procurement systems need to be slick and fit for purpose to ensure that the Company is paying the best rates for stock and consumables.
- Within this procurement task you must work with the Admin and Reception Supervisor to increase in-house sales of stock to our clientele, this includes display optimisation and sales training with the team.
- To support the Practice Manager with tracking and reporting KPI/ KPA's for the practitioner team.
- To support the Administration and Reception Supervisor with reporting KPI/ KPA's for the administration team.
- To quarterly input the full schedule (using the booking system MindBodyOnline or a future booking system) classes/appointments including segregation and limitations to prevent double bookings.
- Be accountable for liaising with Insurance companies and collecting aged debt.
- To support the business owner in facilities management and maintenance management.
- Some of this role will be added to, if you take on the full time opportunity.
This role will also require a large proportion of the role to be completed concurrently to being 'on desk' and completing reception duties:
Front of House:
- To welcome clients and be able to remember regular clients names to maintain a ‘family’ feel at Reform.
- Client queries answered over email, telephone and in person
- Appropriately taking appointment and class cancellations and enacting the cancellation policy.
- Diary management and bookings.
- Updating client accounts and taking payments.
- Contacting clients to collect payment and debt collecting
- Ensure that the diary is managed well for the practitioners with minimal unusable gaps, that all breaks and meetings are scheduled.
- General administrative support for the clinic owner, and other Practitioners.
- Responsible for light cleaning of the clinic at the end of each shift
- Covid cleaning throughout shift
- To adhere to Covid procedures and policies outlined in the companies risk assessment and responsibility implement this as a team.
Coordinator Position – Full Job description:
General:
- To work alongside the Admin Supervisor in guiding the admin team and supporting the Practice manager with the running of the clinic.
- This is an autonomous role that needs a candidate that is confident to multitask and is process driven
- This role requires collaboration between the supervisor and the coordinator to support the admin team.
- To maintain the appearance of the Front of House areas and general aesthetic of the clinic.
- To Support the Directors and the Admin Supervisor in their tasks that are delegated to you.
- To support the Admin Supervisor in the management of stakeholders involved in the upkeep and/or maintenance of premises, equipment and facilities.
- To deliver excellent sales, customer service and company representation while completing general receptionist and administrative tasks. You will be required to use some of your time on the desk to also deliver some of the below tasks.
- To cover the desk whenever is needed inside your working hours, if it is needed in an Emergency.
Statistic and Personnel Management:
- To meet weekly with the Admin Supervisor for your supervision, delivering your KPI scorecard and contributing to your weekly agenda.
- To support the Admin Supervisor with all FOH personnel training, including developing training materials and delivering both 1:1 and in person training sessions.
- To support the Admin Supervisor by facilitating the recording of stats for the admin team daily, weekly and monthly
- To deliver weekly reports on the performance of the clinic
- To record ‘pull’ practitioners team stats weekly and deliver to PM monthly
- To produce a weekly and monthly dashboard of the team and clinic stats to present to the business owner.
- To be responsible for ensuring that Reform PP has every employee and contractor compliant with their qualifications, insurance information and registrations on engagement with the company and audited on an annual basis.
- To ensure that the team has completed all Mandatory Training ie BLS
- Liaison with the Practitioner team in regard to patient bookings, covering annual leave and illness.
- To support the Admin Supervisor with the team’s Annual leave and cover sheet
- To support the Admin Supervisor with the team’s timesheets and Contractor payroll.
Finance and Accounts:
- To ensure that all outgoings are reconciled on XERO by the admin team
- To support the Admin Supervisor in the collection of debt and any outstanding fees, including the management of insurance companies' billing.
- To be responsible for maintaining and enacting registration with insurance companies, continued professional development (CPD) in accordance with professional body, standards of practice, and codes of conduct.
- To be accountable for tracking, coordinating and procuring consumables and stock items for the Company alongside the Admin Supervisor.
Under the direction of the Practice Manager –
Marketing:
To support the business owner and Directors with the company’s marketing campaigns. Including:
- MailChimp creations for the Quarterly Newsletter, targeted campaigns for client types.
- Monitoring FOH sales and reporting to the business owner and Directors
- With the support of the business owner and Directors creating an annual Marketing plan, mapping it and creating content (Social Media, Flyers,
- Signage, Posters, Emails) within the FOH team to promote the campaigns.
- Creating content and posting to Social Media channels.
Scheduling Operations:
- To support the Admin Supervisor with the quarterly input the full schedule (using the booking system MindBodyOnline or a future booking system) classes/appointments including segregation and limitations to prevent double bookings.
- To support the Admin Supervisor and the Practice Manager with Duty Manager tasks. This is compiled of being supportive over Whatsapp in the Admin group to support more junior members of the team if needed and managing any emergencies that need escalating to senior level. There is a rota for this so it is shared over the week by the 3 senior members of the admin team.
- To re-organise practitioners diaries to ensure that the diary is kept up-to-date checking that there is continuity of the diary into the future and the optimisation of diary usage
- To lead the input and liaison of all ClassPass bookings for both fitness and wellness.
- To manage and ensure all meetings are booked in the diary, 1:1’s, CPD etc for the team and any relevant Zoom links.
Customer Service:
- Complaint handling and reporting. Both Customer Service, training and support for the admin team, implementing procedure and reporting to ensure a 15% reduction in negative feedback within 6 months.
- To support the Practice Manager and to work alongside the Administration and Reception Supervisor to track and minimise mistakes within the admin team to ensure a 25% reduction in recorded mistakes within 6 months.
Procurement and Facilities:
- Procurement systems need to be slick and fit for purpose to ensure that the Company is paying the best rates for stock and consumables.
- To track, coordinate and procure consumables and stock items for the Company alongside the Admin Supervisor
- To ensure that all equipment is up to standard and the maintenance check list has been completed accordingly.
Covid - 19:
- To monitor any changes to government guidelines in relation to Covid 19, to update our risk assessments and disseminate within the team.
- To enforce adherence to these policies across the team.
Audit and Compliance:
- To be the company DPO / GDPR officer a-beginners-guide-to-the-dpo
- Ensure Annual Membership with the ICO and compliance https://ico.org.uk/
- To Ensure that we maintain our Public Liability insurance annually and it does not lapse.
- Recording of Allergies and provision of Non-latex items using RED on profile and training team to pull this from consent forms.
- Recording of Pregnancy and ensuring that Pregnancy and Pilates Consent forms are completed via IntakeQ and recorded appropriately to the clients notes. They will also need to have this marked on their files to ensure that their notes are kept for 10 Years.
Administration of Policy:
To ensure that we have the following policies in place (with the support of the Practice Manager and Admin Supervisor) and that they are accessible to the team if they need to produce it:
- ‘Consent Policy’
- ‘Chaperone Policy’
- ‘Equality and Diversity Policy’
- ‘Lone Working Policy’
Job Types: Full-time, Part-time, Permanent
Part-time hours: 19 - 40 per week
Salary: £11.00-£14.50 per hour
Benefits:
- Casual dress
- Employee discount
Schedule:
Supplemental pay types:
COVID-19 considerations:
To keep our team safe we have a full C19 risk assessments in place including cleaning, screens and PPE provision.
Experience:
- Administrative experience: 3 years (required)
- Customer service: 2 years (required)
Work Location: One location
Application deadline: 17/09/2021
Reference ID: Administration Coordinator and Receptionist 2023
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