This is not a receptionist job with a management title.
We are looking for someone who can own the front-of-house sales process, make sure every lead is handled properly, drive bookings, lead the front-desk team and help raise the operational standard of a growing private healthcare clinic.
We don’t mean to brag… but we’re kind of a big deal ;)
Urban Body is the only clinic in the UK to offer Physio, Neubie, HBOT and Red Light Therapy under one roof.
We help people over 50 stay active, mobile and independent. We also support people living with neurological conditions including FND, MS, stroke and MND to access treatment options they may not have been offered elsewhere.
Over the past 17 years, we have helped thousands of people move better, feel better and get back to doing the things they thought they had lost.
The business is growing. We are ambitious, we have high standards and we are building the systems and people needed to grow properly.
Now we need a Clinic Manager who can make sure the day-to-day front-of-house operation works as it should, consistently, accurately and with urgency.
That’s where you come in.
The Role
- You will be responsible for the sales process from the moment a lead comes in through to the point they become a paying patient .
- That means ensuring every lead is contacted quickly, calls and follow-ups are completed properly, scripts are followed, prospects are nurtured rather than forgotten, and no opportunity is lost because someone didn't do the basics.
- You will personally handle leads as well as manage and coach the two existing front-desk team members. This is a hands-on role. You will not be sat in an office looking at reports while someone else does the calling.
- Your main commercial target will be to ensure the clinic achieves a targetted number of booked Initial Assessments per month, by improving the current 40% lead-to-IA booking conversion rate. The clinic is currently achieving around 60–70 IAs per month when sufficient leads are available. The gap is not a lack of opportunity; it is the consistency and quality of follow-up. You will be accountable for closing that gap.
- You will report directly to the Operations / Business Manager. Initially, you will work closely with them while you learn the business, systems and standards. After successfully completing probation, you will be trusted with greater day-to-day decision-making responsibility as you demonstrate sound judgement and reliable delivery.
- In other words, you will own the part of the business that turns enquiries into booked appointments and keeps the clinic running smoothly.
You’ll be responsible for
Sales, lead management and diary growth
- Taking personal responsibility for new leads, including calling, following up and nurturing them to the point of booking.
- Ensuring every new lead is contacted within one hour during working hours and that all agreed follow-up activity is completed on time.
- Managing the lead pipeline so no lead, task, call-back or booking opportunity is missed.
- Ensuring the front-desk team follows the clinic’s sales scripts, processes and standards.
- Leading the clinic towards 70–80 booked IAs per month and maintaining at least a 50% conversion rate from lead to IA booking.
- Meeting agreed daily activity standards for calls, tasks, follow-ups and accurate record keeping.
- Monitoring lead response times, contact rates, conversions, bookings, cancellations, attendance and reactivation activity, then taking action when results slip.
- Building genuine rapport with prospective patients and helping them take the appropriate next step without using pushy, transactional sales tactics.
- Supporting appropriate reactivation, referral and review activity to help keep the diary healthy.
Managing the front-desk team
- Providing clear day-to-day direction to the two front-desk team members so everyone knows what needs doing and to what standard.
- Training, coaching and checking the quality of calls, notes, tasks, follow-up and patient communication.
- Addressing mistakes quickly, correcting poor habits and making sure the same issue does not keep happening.
- Holding people accountable for the standards, activity and outcomes expected of them.
- Supporting rotas, handovers and holiday cover, including personally covering the front desk when required.
- Building a calm, professional and high-performing front-of-house environment where patients feel looked after from their first contact onwards.
Operational ownership and improvement
- Producing clear daily sales updates and weekly/monthly reporting on leads, calls, bookings, conversion, diary capacity, cancellations and front-desk performance.
- Keeping the clinic dashboard accurate and up to date so decisions are based on facts, not guesswork.
- Spotting bottlenecks, wasted effort and weak points in the front-desk process, then improving the system rather than simply working around the problem.
- Improving front-desk processes, checklists and workflows so the team becomes more consistent as the business grows.
- Managing the patient experience through the non-clinical journey, including reception standards, diary flow, booking accuracy, service issues and follow-up.
- Supporting efficient practitioner diary utilisation and helping minimise avoidable cancellations and empty appointment slots.
- Ensuring patient information, communication and cash-handling procedures are completed accurately and professionally.
- Working closely with clinicians, the business owner and the Operations / Business Manager to make sure the commercial and operational sides of the clinic work together.
This role does not involve clinical decision-making, health and safety management or supplier management. It does require you to take real ownership of everything else needed for a well-run, patient-focused front-of-house operation.
Is this your ideal role?
It might be if you like:
- Working in a fast-paced business with a clear growth plan.
- Being responsible for results, not just ticking off activity.
- Turning an inconsistent lead process into a disciplined, high-converting system.
- Leading people properly: setting clear expectations, coaching them and addressing problems when they arise.
- Using numbers to identify where performance is slipping and deciding what needs to change.
- Being hands-on and willing to pick up the phone, cover the desk and solve problems yourself.
- Improving systems rather than accepting “that’s just how we do it”.
- Working with a business owner and operations manager who want straight answers, reliable reporting and high standards.
- Building the experience and trust to take on more responsibility as the business grows.
Reasons why we’re an amazing place to work:
- You will be part of a growing clinic with a clear vision for the future.
- You will work in a bright, purpose-built clinic with a team that genuinely cares about helping people improve their quality of life.
- You will be working with healthcare technology that most clinics simply do not have, including physiotherapy, Neubie, HBOT and Red Light Therapy.
- You will have a role where your work matters. Better lead management means more people get the help they need and the clinic has the capacity to grow.
- You will work closely with the Operations / Business Manager, business owner, clinicians and front-of-house team. You will get support, feedback and the chance to develop — but you will also be expected to take ownership.
- As the business expands, there will be a genuine opportunity to take on more responsibility in the running of the current clinic while the leadership team focuses on future growth.
- And yes, there are the usual sensible things too, holidays, bonus and clinic benefits.
The perfect candidate will tick these boxes:
- You have a strong background in relationship-led sales, customer service or patient/client conversion.
- You are comfortable picking up the phone and following up consistently. You do not avoid difficult calls or let leads go cold.
- You understand that speed to lead, quality of conversation and disciplined follow-up directly affect bookings and revenue.
- You have experience managing, coaching or supervising people and are comfortable setting standards and holding people accountable.
- You know how to lead without micromanaging, but you will step in when work is not being done properly.
- You are highly organised and can manage calls, tasks, diary priorities, data and people without dropping the ball.
- You are confident using systems, reports and dashboards, and can turn performance data into practical action.
- You can identify the real cause of a problem rather than merely reporting that one exists.
- You are commercially aware, patient-focused and understand that good service and good sales are not opposites.
- You are professional, discreet and comfortable working in a healthcare environment where confidentiality matters.
- You can adapt, remain calm under pressure and deal with a busy day without creating drama.
- You have excellent written and spoken English. Your notes, messages and data entries are accurate.
- You are reliable, resilient and comfortable being judged on standards and results.
What your typical day might look like
- 8:45am Roll in, put the kettle on, make a brew (priorities right?) Say hello to the team, have a quick catch up about Love Island (if you like that kind of thing) and get your desk, laptop and phone set up for the day
- 9:00am: Work through emails, calendars, bookings, diary gaps, priorities for the day, and create a plan for who will do what.
- 9:30am: Follow up overnight leads with some outbound calling and book a couple of IA's
- 10:47am: Bathroom Break (you can do this whenever you want this is just an example!!)
- 11:15am: There's a booked call with a potential Neubie patient, have a chat, explain what happens, email some information.
- 1:00pm: Lunch.
- 1:30pm: Update sales and conversion data, ready for the 2pm meeting
- 2:00pm: meeting with Operations Manager to discuss month-to-date, any issues, bottlenecks, and progress
- 3:00pm: Some call backs to complete, follow up on unconverted IA's
- 3:58pm: Bathroom Break! (again... no pressure to schedule these!!)
- 4:00pm: Kettle on time for another cuppa
- 4:05pm: Quick catch up with the Front-Desk team, review the day, what's been done / left to do, any issues?
- 4:30pm: Complete the daily sales report, check tomorrow’s priorities and make sure nothing important is left sitting in the system.
- 5:07pm log off and go home happy knowing you did a great job!
Every day will be different, but it will always be busy and the numbers will matter.
The nitty gritty
The role is based at our clinic in Olton, Solihull. This is an on-site role and is not suitable for remote working.
Normal working hours are Monday to Friday, 9:00am–5:00pm, with a 30-minute unpaid break. You will occasionally be required to work evenings or weekends to provide front-desk holiday cover or meet business needs. Flexibility is important, but this is not intended to be a routine evening-and-weekend role.
You will report to the Operations / Business Manager and work closely with the business owner, clinicians and front-desk team.
We are looking for someone who can start as soon as possible and make a positive difference quickly.
Salary and progression
This is a key role for the business. We are looking for an A-player who can raise the standard of our sales process, front-desk team and day-to-day clinic operation.
Salary is up to £40,000 per year, depending on experience and performance.
For the right person, the role offers a realistic development path. As you prove you can consistently deliver strong sales and operational results, you will have the opportunity to take greater responsibility for the day-to-day running of the current clinic as the business grows.
Your next steps
If you are ready to lead, improve systems, develop people and be accountable for the numbers, apply today.
The recruitment process will include practical tasks, an interview and several stages. We want to see how you think, how you communicate and whether you can do the job, not just whether you can write a good CV.
Please follow every instruction in the application process carefully. Attention to detail matters in this role.
Please be aware we cannot offer sponsorship to work in the UK
Good luck.
Pay: Up to £40,000.00 per year
Benefits:
- Company events
- Discounted or free food
- Employee discount
- Employee mentoring programme
- On-site gym
- Sick pay
- Transport links
Experience:
- Sales: 1 year (required)
- Leadership: 1 year (required)
- Customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
