Do your friends call you "the organised one"?
Your partner says you "need to switch off from work."
Your colleagues joke that your spreadsheets have spreadsheets.
But here's what they don't understand:
Your ability to hold structure across multiple moving parts, spot a problem three steps before anyone else, and keep your head when everything around you is going sideways isn't a quirk, it's the exact trait that turns a busy physiotherapy clinic from organised chaos into a smooth-running operation.
While other people in clinic are treating patients, you're the person who notices the rota's got a gap on Thursday. You're the one who flags that the sickness pattern needs addressing. You're the one who fixes things before they become problems.
And that matters more than most people realise.
When a clinic doubles its revenue because every patient gets a seamless experience, that started with someone like you making sure no detail was missed.
When a team of therapists actually has the time and headspace to do their best clinical work, that happened because someone like you took the operational load off them.
Your systematic approach doesn't just keep things organised, it transforms clinics and changes lives.
If you've been looking for a role where your natural gifts actually create meaningful impact, keep reading about the Operational Manager role for ProSport Physiotherapy Group.
ABOUT PROSPORT PHYSIOTHERAPY
We're one of the most respected sports injury clinics in Yorkshire. Four clinic locations (Huddersfield, Saddleworth, Leeds and Denby Dale) treating elite athletes, weekend warriors, and everyone in between.
Our founder, Dave O'Sullivan, has worked at three Rugby World Cups with England Rugby Union, England Rugby League and The Wallabies in Australia and treated some of the biggest names in sport. But we don't just look after elite athletes, we get ordinary people back to doing what they love faster than anyone else in the area.
We're growing. We plan to be in seven locations by 2030.
We don't do corporate. We don't do buzzwords. We speak the language of high performers: standards, systems, and results.
And right now, we need someone who thrives on structure, consistency and ensuring nothing slips to join our team.
THE ROLE: OPERATIONAL MANAGER
Here's what matters: our patients are mostly busy professionals, athletes and active people who've chosen us because we deliver a level of care they can't get anywhere else. They expect every interaction to be seamless. Every phone call answered properly. Every appointment running on time. Every invoice correct.
Your job? Make sure that experience happens consistently across all four clinics, every single day.
This isn't a job where you create new approaches or "innovate" our systems. We have systems that work. Your role is to run them with relentless consistency, hold the team accountable to them, and spot problems before they become big ones.
Core Responsibilities:
1. Team & Rota Management (Following Our Frameworks)
- Build and maintain weekly rotas across all four clinics
- Manage annual leave requests and sickness cover
- Run the morning huddle with the admin team
- Hold the admin team accountable to our standards
- Be the first point of contact when something goes wrong
2. Front Desk Shifts (Finger On The Pulse)
- Spend part of every week on the front desk yourself
- See the patient experience first-hand, not from a spreadsheet
- Spot inefficiencies as they happen, not weeks later
- Cover absences when needed without complaint
- Lead from the floor, not the office
3. Standards & Compliance (Obsessive Tracking)
- Make sure SOPs are followed by every team member at every location
- Run weekly scorecard reviews
- Flag problems before they hit the patient experience
- Keep policies up to date and the team trained on them
- Maintain compliance metrics for leadership review
4. Patient Experience Quality Control
- Audit phone call quality weekly
- Review the patient journey from first call to discharge
- Mystery-shop the experience occasionally
- Feed back to clinical leadership when something needs adjusting
- Own the moments that make or break a patient relationship
5. Phone Follow-Ups (The Safety Net)
- Follow up on every new lead within 24 hours
- Chase cancelled-did-not-rebook patients with care, not pressure
- Re-engage patients who've dropped off mid-plan
- Track every follow-up in our system
- Report weekly on lead conversion and rebook recovery
6. Financial Accuracy & Reconciliation (The Numbers Must Tally)
- Run or monitor end-of-day reconciliation across all four clinics. Every payment accounted for, every card machine balanced
- Weekly reconciliation summaries to the founder and financial controller
- Month-end banking, cash depositing and reconciliation to the penny
- Spot discrepancies the same day they happen, not weeks later
- Maintain a clean audit trail for every clinic's takings, refunds and adjustments
- Work closely with our financial controller to make sure the numbers match across the business
The Big Picture:
You're here to run our proven systems consistently and make sure everyone else does too.
You'll report to both the founder and the Director of Physio Group. You'll learn our methodology well enough to spot when something's not quite right and fix it before anyone else even notices.
But you won't be creating your own approaches from scratch. You'll be following the approach we've developed over 15+ years of running a successful clinic, day in, day out and can use your intellect and experience to make those even more efficient.
WHO YOU ARE
You're the person who:
Lives and breathes structure:
- You use to-do lists not because you have to, but because you genuinely enjoy ticking things off
- You get frustrated when people know what to do but don't do it
- You notice when something is one inch off and feel compelled to fix it
- You prefer clear processes over "figuring it out as you go"
- The idea of doing the same effective thing every week doesn't bore you, it satisfies you
Stays calm when everything's on fire:
- A therapist calls in sick at 7.45am and three patients are already in the waiting room? You sort it.
- A patient complaint lands at 4pm on a Friday? You handle it.
- You don't panic. You don't blame. You don't freeze. You execute.
- After the fire's out, you write down what happened so it doesn't happen the same way again
Follows systems rather than creates them:
- You'd rather run a proven system than invent your own
- You're comfortable being given "here's how we do it" and doing it that way consistently
- You don't feel the need to put your own spin on established processes that work
- When something works, you don't need to change it
- You understand the value of repetition and consistency
Holds people accountable without making it awkward:
- You can tell a therapist or admin team member they didn't mark their patients as arrived and they'll thank you for it
- You don't take it personally when people don't complete things
- You see accountability as helping, not confronting
- You can be direct without being rude
- You don't avoid difficult conversations by documenting issues instead
Prefers behind-the-scenes structure over visible expertise:
- You don't need to be the one delivering treatment or running workshops
- You're satisfied being the person who ensures things actually happen
- You're comfortable facilitating rather than coaching
- You like knowing you're the structure that makes everything work
- Recognition for "keeping everything on track" is meaningful to you
Reports to two people without playing games:
- You can handle the founder and the director both having input
- You ask clarifying questions rather than picking a side
- You don't triangulate or complain about mixed messages
- You bring proposed solutions, not just problems
- You'd rather over-communicate than leave anyone in the dark
THIS ROLE IS PERFECT FOR YOU IF:
✓ You find repetitive structure satisfying, not boring
✓ You prefer consistency over variety in your work
✓ You get genuinely annoyed when processes aren't followed
✓ You have systems to prevent things from being forgotten
✓ You're comfortable with the same weekly routine if it's effective
✓ You notice incomplete things and feel compelled to complete them
✓ You prefer following proven methods over creating new ones
✓ You can hold therapists, admin staff and even directors accountable directly
✓ You stay calm when other people are panicking
✓ You're happy doing front desk work alongside management — you don't think you're "above it"
THIS ROLE IS NOT FOR YOU IF:
✗ You need variety and different challenges every day
✗ You want to "improve" or "optimise" systems constantly
✗ You find repetitive work draining
✗ You prefer creating your own approaches over following established ones
✗ You get bored doing the same thing week after week
✗ Structure feels limiting rather than enabling
✗ You want to be the visible expert rather than the operational backbone
✗ You think front desk work is beneath you because you're a manager
✗ You panic when things don't go to plan
✗ You see this as a stepping stone to something else
WHAT SUCCESS LOOKS LIKE
30 Days:
- You've learned how every clinic runs and what each role does
- You know every team member by name and what they're working on
- You can run a front desk shift confidently
- You've set up your tracking systems for rotas, sickness and compliance
- You know where every SOP and policy lives
60 Days:
- Rotas are built and published two weeks in advance, every week
- Sickness cover is handled without anyone having to escalate to the founder
- You're running weekly admin team check-ins on the same framework
- Standards are being held with patients are marked as arrived, invoices are right, phones are answered properly
- The founder and director both trust your judgement on day-to-day decisions
90 Days:
- Patient experience is measurably tighter across all four clinics
- The admin team are clear on standards and meeting them consistently
- You're spotting problems before they reach the founder or director
- You're running the same effective rhythm every week without it feeling stale
- Leadership team trusts you completely with operational management
The measure of success: every clinic runs to the same standard, the team is held accountable to that standard, and the founder and director can focus on growing the business instead of fixing operational problems.
WHAT YOUR WEEK LOOKS LIKE (Every Single Week)
Important: This is the same structure every week. If that sounds boring to you, this isn't your role. If that sounds satisfying, keep reading.
Our clinic hours run from 7am to 8pm, so your shifts will flex between early starts (7am) and one evening a week (12pm-8pm). The rest of the week is standard hours.
This is an example but not specific to give you an honest insight...
Monday (Early Start):
- 7:00am: Front desk shift at Huddersfield: open the clinic, greet first patients (your finger on the pulse)
- 10:00am: Admin team huddle: review the week ahead and align team on roles and targets
- 11:00am: Sickness/rota check across all four clinics
- 12:00pm: Scorecard review with founder
- 1:00pm: Phone follow-ups: leads from the weekend, cancelled-did-not-rebook patients
- 3:00pm: Standards audit: phone calls, invoices, patient marking
- 4:00pm: Update tracking and prep tomorrow
- 5:00pm: Done
Tuesday (Standard, In-Service PM):
- 9:00am: 1-to-1 with admin team member or staff training
- 10:00am: Front desk shift at Huddersfield
- 12:00pm: Lunch
- 1:00pm: In-Service Training (whole team): clinical and operational standards alignment
- 4:00pm: Compliance check across all locations
- 5:00pm: Done
Wednesday (Evening Shift):
- 12:00pm: Travel to Leeds or Saddleworth clinic
- 1:00pm: Onsite check: standards, team morale, any issues
- 2:00pm: Return to Huddersfield
- 5:00pm: Evening front desk shift at Huddersfield: see the after-work patient experience first-hand
- 6:00pm: Phone follow-ups: leads, cancelled-did-not-rebook patients (evenings are when most people answer)
- 8:00pm: Close clinic, end of day
Thursday (Standard):
- 9:00am: Operations meeting with Director of Physio Group
- 10:00am: Rota build for two weeks ahead
- 12:00pm: Lunch
- 1:00pm: 1-to-1 with admin team member
- 2:00pm: Phone follow-ups: leads, cancelled-did-not-rebook patients
- 3:30pm: Weekly scorecard close-out
- 4:30pm: Friday prep
- 5:00pm: Done
Friday (Early Start):
- 7:00am: Front desk shift at Huddersfield
- 10:00am: Team-wide check-in
- 11:00am: Final compliance check for the week
- 12:00pm: Patient experience review
- 1:00pm: Project work or training development
- 3:00pm: Weekly summary to founder and director
- 4:30pm: Done
The Pattern: You'll initially spend roughly 35% of your time on the front desk (including one evening shift and a couple of early starts to begin with), 35% managing the team and systems across the four clinics, 20% on the phone following up leads and cancelled-did-not-rebook patients, and 10% on project work and improvements.
This will then progress and you will have more autonomy of your shifts as you grow the admin team and you are clear on what needs to be done and when to hit targets.
The phone follow-up piece is critical. Every lead we miss is a patient we've let down. Every cancelled patient who doesn't rebook is someone we haven't served properly. You'll be the safety net that catches them.
The structures stay the same every week. The tracking happens the same way every week. The standards stay the same every week.
If you're thinking "that's perfect, I love consistency," you're our person. If you're thinking "that sounds repetitive," this role will drain you.
THE PRACTICAL DETAILS
Compensation:
- Starting £30,000 base salary
- Performance bonus tied to clinic budgets and scorecards (rebook rate, patient experience, team retention) after probation period is passed
- Realistic OTE Year 1: £32,000-35,000
- As the clinics grow and budgets are hit, your performance bonuses grow with them: the better the Group performs, the better you earn
Work Structure:
- Huddersfield-based with occasional travel to Saddleworth, Leeds and Denby Dale
- Monday-Friday with occasional flex for early-morning or evening sessions initially.
- Must have driving licence and own car
- We use Cliniko, GoHighLevel, Google Workspace and Slack
Team:
- You'll report directly to Dave O'Sullivan (Founder & CEO) and Shane Mooney (Director of Physio Group) .
- Tight, high-performing team who cares about making a difference in people's lives.
- Everyone owns their domain and is accountable for their role.
- Absolutely no corporate politics.
Benefits:
- Pension contribution
- 28 days holiday including bank holidays
- Professional development budget
- Access to all ProSport training and frameworks
WHY THIS ROLE MATTERS
Our patients are choosing us over the NHS, over chains, and over every other private clinic in the area. They could go anywhere. They chose us.
But here's the reality: the clinical work is only half the experience. The other half is what happens before, between and after they see the physio. The phone call when they book. The way they're greeted on arrival. The accuracy of their invoice. The follow-up that keeps them on track.
If any of that breaks, the whole thing breaks. Even if the clinical work is world-class.
That's where you come in.
You're not the one treating the patient. Our therapists do that and they're brilliant. You're the structure that makes their brilliance possible. You're the reason the team isn't drowning in admin. You're the reason the founder can focus on growing the business and the director can focus on clinical standards.
When a patient gets a flawless experience and recommends us to three friends, you made that happen by ensuring the front desk knew their name when they walked in.
When the team hits their numbers because they had clean rotas and proper cover, you made that happen by holding the structure every week.
When the business grows from four clinics to seven, you'll be one of the reasons we got there.
The impact isn't visible. But it's real.
If that sounds meaningful to you, we should talk.
We're not looking for perfect — we're looking for fit. If you're naturally wired for structure, systems and consistent execution, that will be obvious. If you're not, that will be obvious too.
APPLY IF...
✓ The phrase "same structure every week" sounds perfect, not boring
✓ You currently use multiple systems to track and ensure completion in your own life
✓ You get genuinely frustrated when people don't follow agreed processes
✓ You're comfortable being the person who "makes sure things happen" rather than the visible expert
✓ You'd describe yourself as someone who "lives by to-do lists and checklists"
✓ You stay calm when other people are panicking
✓ You're happy to do front desk work alongside management duties
✓ The idea of following proven systems rather than creating your own appeals to you
✓ You can hold people accountable without it becoming personal
✓ Repetition doesn't bore you when you know it's effective
DON'T APPLY IF...
✗ You need variety and different challenges every day to stay engaged
✗ You want to "optimise" or "improve" systems — we need them run as-is
✗ The phrase "same call structure every week" makes you feel trapped
✗ You prefer creating your own approaches over following established ones
✗ You find detailed tracking and checklists restrictive
✗ You think front desk shifts are beneath a manager
✗ Structure feels limiting rather than enabling
✗ You panic under pressure
✗ You see this as a stepping stone to running your own business
✗ You'd describe yourself as entrepreneurial or innovative
The Honest Truth: If you read this job ad and thought "this sounds incredibly boring," we're not right for each other.
If you read it and thought "finally, a role that values consistency and structure," you might be perfect.
HOW TO APPLY
Step 1: Send us a direct message outlining why you are the ideal candidate for this role and what experience you have that backs this up.
(This isn't an "upload your CV" situation.)
Step 2: Wait for Our Response
We'll review within 2 working days. If your application shows you're naturally structured and systems-oriented, we'll invite you to the next stage.
What We're Looking For In Applications:
- Evidence of tracking systems you've maintained
- Specific examples of holding people accountable
- Examples of staying calm under pressure
- Clear indication that repetition doesn't bore you
- Understanding of what this role actually is (not what you want it to be)
- Absolutely no AI generic responses. We can spot these EASILY!
A Final Note:
Some people are wired for structure, consistency, and ensuring completion. They don't need variety to feel fulfilled. They don't need innovation to feel valuable. They need to know the system works and they're the one executing it flawlessly.
If that's you, this role will feel like it was designed for you specifically.
Still reading?
Good. Apply below.
P.S. If you read this entire ad and your main thought was "I wish they'd explained more about the systems and methodology," that's a good sign. If your main thought was "this sounds too rigid," don't apply.
Job Type: Full-time
Benefits: Pension, professional development budget, performance bonuses
Work Location: Huddersfield with regional travel
Pay: From £30,000.00 per year
Work Location: In person
