Practice Manager - in Chiswick W4

3 days left

The Massage Centre
West London
From £30,000 to £35,000 per annum plus bonus if KPIs are met
02 Feb 2017
02 Mar 2017
Contract Type
Full Time
PRACTICE MANAGER – in Chiswick, London W4

For thriving Massage Therapy Centre requiring candidate with proven hotel standard skills

Manager requiredfor thriving highly reputable massage therapy centre.

The successful candidate will need significant levels of experience in the customer service industry including the managing and development of a team.

The successful candidate may come from the hotel or retailing industry with a proven track record of working within elite companies. They are not required to have direct knowledge of the therapeutic massage industry or be qualified in massage therapy. However, in the course of their new role they will be required to gain a thorough knowledge in assessing the quality of the service offered.

The owner of this successful therapeutic massage business will be looking to step back and fulfil a more strategic business expansion role and is looking for a highly motivated manager to work within their own initiative. There is a likelihood of multiple site expansion within this business and successful candidates will have an opportunity to grow their role as a result. We are a company that believes in ongoing coaching and training to support the practice manager’s developing skill set.

The Practice Manager is responsible for managing all operational aspects within the Chiswick practice. They will be expected to achieve excellent customer service, quality, cost, and delivery performance in line with company strategy, goals and values. They will provide strategic support to the director in order to enhance the brand and maximise performance, skills and knowledge of all staff within the practice.

The team reporting directly to the Practice Manager will include reception staff, massage therapists and contract cleaners.

Salary: £30,000 - £35,000 per annum (depending on experience) plus quarterly bonus if targets are met. We will look favourably on candidates who are above this range.

Hours of work: Monday to Friday - Week 1: 9am-5.30pm; Week 2: 9am- 6.30pm (3 days), although the needs of the job may require flexibility on these hours



·Responsible for recruitment and management of support staff

·Recruitment and management of massage therapists to optimum staffing

·Induction of support staff and massage therapists

·Staff development & training

·Staff performance management

·Goal setting and individual performance appraisals quarterly of all staff

·Improving customer relationships with therapists through training

·Managing absence & sickness of staff

·Communication of company messages within the practice

·Managing staff turnover levels

·Employee relations & managing conflict

·Attending to grievances and disciplinary issues

·Health & Safety compliance in conjunction with all staff

·Encourage effective teamwork approach across practice

·Weekly contact with all staff; more formal communication with all staff on a monthly basis


•Actively ensure the brand’s reputation for high standards of customer care

•Maintain excellent customer communication to ensure that ongoing requirements are being met

•In conjunction with the director, be proactive in anticipating future customer needs and fulfilling gaps in the market

•Actively manage complaints; obtain and review client feedback

•Ensure practice cleanliness – managing cleaners and staff to ensure standards are kept consistently high


•Prepare and action monthly/weekly business reports

•Manage online appointment booking software

•Manage practice correspondence and administration

•Effectively maintain equipment and manage repairs

•Facilitate ordering new equipment as necessary

•Action bad debt procedures

•Maintain the smooth ordering of supplies and stationery

•Stocktaking management

•Effective IT system management

•Effective communication with all key business relationships

•Cash handling and banking duties

•Reconciling daily sales

•Ensure staff and massage therapists operate within all company policy and procedures


•Highly motivated to meet client and revenue targets

•Systemising of all business areas

•Support in finding new business premises


•Monthly reports on revenue leads

•Produce annual marketing plan

•Marketing initiatives to optimise occupancy and return rates

•Ensuring quality newsletter is produced monthly

•Post social media updates weekly scheduled in advance

•Updating website content

•Maintain networking contacts and establish new ones


·Be actively involved in the operation of the day to day running of reception including greeting customers, taking bookings and managing laundry supplies. This is an integral aspect of the business and customer service. The successful candidate will recognise that this is a vital opportunity to understand the essential front end of the business

Personal Profile – Qualifying Characteristics:


•Proven experience of people managementworking in a business with an openly acknowledged reputation for quality and high standards

•Track record of successful operational and business skills

•Experience of working in a business oriented, commercial and customer focused environment


·Commercial sensitivity – strategic understanding of how to grow a business in the service industry

·Commercial understanding of maximising profit, occupancy, building loyalty and repeat customer visits

·Experience of growing a brand


•Organised with excellent attention to detail

•Self-motivating and eager to use initiative

•Fast learner and retains learning development

•Strong communicator

•Problem solver and easily creates and implements systems

•Proven experience within the recruitment process

•Leadership qualities

•Team builder – experience in creating a positive culture

•Proven people development and motivational skills

•Sets and upholds highest of standards

•Ability to manage and improve staff and system performance

•Commercial focus – clear understanding of business needs

•Customer focus

•Ability to get directly involved in day to day tasks

If you are interested and would like to apply, please email us with your CV and a covering letter stating why you would be suitable for this role. Thank you.