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Job description

Job Purpose

You will be the first point of contact representing Cosmetic Courses. You will be responsible for ensuring the smooth and efficient running of the courses and be expected to offer the highest level of customer service in order to book upcoming appointments and courses to help reach the company KPIs.

You will also be responsible for meeting patients and Delegates, ensuring their paperwork is completed and be responsible for rebooking them.

Responsibilities

· Answer telephone calls ensuring all enquires are handled efficiently. To deal with all patients and delegates either on the phone or in person in a delicate manner offering support, advice, and reassurance. Listen to their concerns and act appropriately. Ensure all messages are relayed as quickly as possible to the Management/or medical team and respond to any resulting information in a timely manner

· To book appointments and send confirmation information to patients

· To help facilitate a smooth journey through the centre efficiently.

· Maintains patient and delegate confidence and protects operations by keeping information confidential in accordance with local policies on information governance and confidentiality of care records

· To learn and understand individual patient and delegate pathways.

· Innovate office procedures in own work area to ensure that there is no breakdown in communication.

· Ensure patient details are correct on appropriate IT programmes/electronic care records demonstrating outstanding attention to detail

· Managing transactions for payments, including raising invoices and taking payments. Following processes for cash, and debit/credit card receipting.

· To accurately scan and attach all correspondence to patient records, when required, in accordance with patient confidentiality policies and general data protection regulations

· Be the first point of contact for all visitors attending the clinic when on reception.

· There is a strong focus on organisational skills and the ability to forward plan is key – forward booking models, delegates, and products.

· Complete stock checks, ensuring good stock control and cleanliness.

· Make sure treatment rooms are prepared and cleared throughout the day.

· Ensure lunch orders are managed to support courses and meetings as needed.

· Speaking to new and existing customers about the products/services we offer building our retail sales.

· Be responsible for the preparation, organisation and safe keeping of medical records for all patients.

· Regularly plan and liaise with the different clinics in order to maintain the effective running of the courses.

· Convert new and existing customers in order to fill upcoming courses and appointments and contribute to meeting business KPIs.

· Forward plan with the team in order to meet customer requirements and company development

· Identify and raise business development opportunities for further investigation.

· There will also be a requirement within the role to travel to other course locations 1 or 2 times a month. This will also aid your development.

· Prepare invoices for patients and delegates. Liaise with finance to ensure sales are recorded correctly.

· Co-ordinate clinic content for social media for customers. Assist with management of clinic open days/ training events.

· Work with management to improve and implement new processes and treatments in line with the business plan.

· Work in partnership to ensure we are always CQC compliant.

Skills/ Qualification

· Experience of working in a customer service environment ideally an aesthetics clinic environment with excellent communication skills face to face, via phone and email.

· A people person; approachable; find it easy to build relationships with a diverse group of people.

· Flexible and “can-do” attitude – we are growing, and change can be quick, an ability to contribute and adapt to that change will be needed.

· Proactive – someone who will look for opportunities to open conversations with customers about courses, treatments, and products.

· Organisational skills, ability to remain calm and focused in potentially busy/stressful situations.

Cosmetic Courses Values

· Accountability – take responsibility for your role and tasks; commit to personal and team goals; prioritise time and tasks; set clear objectives; understand your strengths

· Honesty – feedback; 80% positive 20% open to growth; highlight strengths

· Improvement – regular team and individual training; identify personal goals, development and growth; clear mindset; organisation, prioritisation and management

· Appreciation – recognise hard and effective work; recognise colleagues’ skills and experience; understand and empathise with each other; being fair and flexible for team members

· Respect – Acknowledge and appreciate; understand each other’s strengths; believe in each other; support each other

· Passion – go the extra mile; positive and dedicated; enthusiastic; belief in Cosmetic Courses

Job Types: Full-time, Permanent

Salary: From £24,000.00 per year

Benefits:

• Company pension
• Employee discount
• Store discount

Schedule:

• Weekend availability

Supplemental pay types:

• Bonus scheme
• Commission pay

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Work Location: In person