Some people are brilliant at building systems but freeze the moment they have to chase a result.
Some people are great on the phone but couldn't keep a process tidy to save their life.
You're the rare one who does both.
You can run a clean operation with no slip-ups. And you'll pick up the phone and go after the lead, the rebook, the number.
You can lead a team, hold them to a standard, and have the direct conversation without it turning into a drama.
You like structure, but you're not precious about it. You use it to get the result, and if something needs a nudge to hit the target, you nudge it.
That combination is rarer than it sounds. Most people are one or the other.
And it's exactly what runs a four-clinic physiotherapy group properly.
When a clinic hits its numbers month after month, that started with someone like you chasing the leads, holding the team to the standard, and making sure nothing slipped on the front desk.
When a team of therapists has the headspace to do their best clinical work, that happened because someone like you took the operational load off them and kept the whole thing on track.
If you've been looking for a role where you get to lead, drive results, and run a tight ship all at once, keep reading.
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, accountability and results.
Right now we need someone who can lead the operation, drive the numbers, and make sure nothing slips. Every day, across all four clinics.
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 is to make that happen consistently across all four clinics, and to lead the team that delivers it.
You'll run our proven systems and drive them to hit the targets. You'll hold the admin team accountable to the standard. You'll pick up the phone and chase the leads and the rebooks yourself when you need to. And you'll make sure the front desk runs with zero mistakes.
You won't be reinventing how we work. We've built these systems over 15 years and they work.
Your job is to run them, lead the team through them, and push them to hit the numbers. Not to tear them up and start again. You'll use your judgement and experience to make them sharper over time, but the foundations stay.
Core responsibilities
1. Lead the team and hold the standards
- Lead the team across all four clinics
- Hold people accountable to our standards and our targets, directly and without drama
- Run the morning huddle and weekly check-ins
- Have the difficult conversation when someone isn't delivering, and have it early
- Be the person the team looks to when they need a decision
2. People management and compliance
- Run regular 1-to-1s with each team member and/or with the Head Physio, to develop them, unblock them and keep them on track
- Lead performance management where it's needed, set the expectation clearly, have the honest conversation early, and follow it through, including probation reviews and any formal process
- Induct and onboard new admin starters so they're up to the standard quickly
- Handle annual leave, sickness and return-to-work conversations across all four clinics
- Own our policies, procedures and SOPs, keep them current, make sure the team is trained on them, and hold everyone to them
- Keep clean HR and compliance records, and flag anything that needs the founder or director early
3. Chase the numbers (leads, rebooks, budgets)
- Follow up on every new lead within 24 hours
- Pick up the phone and chase cancelled-did-not-rebook patients, with care, not pressure
- Re-engage patients who've dropped off mid-plan
- Own the lead conversion and rebook recovery targets, and report on them weekly
- Drive each clinic toward its budget and scorecard targets
4. Run the front desk systems with zero mistakes
- Make sure SOPs are followed by every team member at every location
- Run weekly scorecard reviews
- Keep policies up to date and the team trained on them
- Spend part of every week on the front desk yourself, so you see the experience first-hand and catch problems early
- Cover absences when needed without complaint
5. 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
6. Financial accuracy and reconciliation
- 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, not weeks later
- Keep a clean audit trail for every clinic's takings, refunds and adjustments
The big picture
You're here to lead the operation, drive the results, and keep the standard high. Every week.
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 off and fix it before anyone else notices.
You won't be building your own approach from scratch. You'll be running the one we've developed over 15 years, leading the team through it, and using your head to keep it hitting the numbers.
Who you are
You lead, you don't just administer
- You've led a team before and you're comfortable holding people to account
- You can tell a therapist or admin team member they've missed something, and they'll thank you for it
- You don't take it personally when people fall short, and you don't avoid the conversation either
- You see accountability as helping, not confronting
- You bring proposed solutions, not just a list of problems
You chase the result
- You're the person who picks up the phone and goes after the lead, rather than waiting for it to come back
- You own a target and you feel it when the number isn't where it should be
- You'll do whatever it takes within the system to hit the budget
- You don't let a lead sit or a rebook slip through
- Hitting the number gives you a buzz
You run a tight ship
- You keep things running, tidy and finished
- You notice when something is one inch off and you sort it
- You follow a proven process properly rather than improvising your own version
- You get genuine satisfaction from an operation that runs clean, with no mistakes
- You like clear structure and you use it to get results
You're practical with information
- You get the facts you need and then you act
- You don't need to understand every last detail before you'll make a move
- You can take a pile of detail and turn it into a clear summary and a decision
- You work to priorities rather than trying to do everything at once
You handle structure without being a slave to it
- You're happy running proven systems day in, day out
- But you'll adjust how you work to hit the target when the situation calls for it
- You don't need to reinvent things to feel valuable
- And you don't freeze when the day shifts and a plan needs changing
You report 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'd rather over-communicate than leave anyone in the dark
This role is perfect for you if
✓ You've led a team and you like being the one who holds the standard
✓ You get a buzz from chasing a number and hitting it
✓ You'll happily pick up the phone and go after a lead or a rebook
✓ You run a clean, accurate operation and mistakes bother you
✓ You get the information you need and then move, rather than over-analysing
✓ You follow proven systems but adjust how you work to hit the target
✓ You can hold therapists, admin staff and even directors to account directly
✓ You stay composed when a plan needs changing on the day
✓ You're happy doing front desk shifts alongside management, you don't think you're above it
✓ You'd rather drive results inside a proven system than build a brand new one
This role is not for you if
✗ You want to lead from a desk and avoid the awkward conversations
✗ You wait to be told what to do rather than going after the result
✗ You'd rather not chase people or push for a target
✗ You need to fully understand every detail and the whole methodology before you'll act
✗ You want to rip up our systems and rebuild them your way
✗ You'd describe yourself as entrepreneurial and you're looking for your next venture
✗ You see this as a stepping stone to running your own thing
✗ You think front desk work is beneath a manager
✗ You go quiet and avoid people when something needs sorting
✗ You only feel comfortable when nothing ever changes
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 got your tracking set up for rotas, sickness, leads and compliance
- You know where every SOP and policy lives
60 days
- The admin team are clear on the standard and you're holding them to it
- Leads are being chased within 24 hours, every time
- Sickness cover is handled without anyone escalating to the founder
- Standards are being held: patients marked as arrived, invoices right, phones answered properly
- The founder and director both trust your judgement on day-to-day decisions
90 days
- Lead conversion and rebook recovery are measurably better than when you started
- Patient experience is tighter across all four clinics
- You're spotting and fixing problems before they reach the founder or director
- The team are hitting their targets and you're leading the rhythm that gets them there
- Leadership trust you completely with the operation
The measure of success: every clinic runs to the same standard, the team is held accountable to that standard and hitting their numbers, and the founder and director can focus on growing the business instead of fixing operational problems.
What your week looks like
There's a steady weekly rhythm to this role. But don't mistake steady for quiet. Inside that rhythm you're leading people, chasing numbers and solving the day's problems. No two days feel identical, even though the structure holds.
Our clinic hours run from 7am to 8pm, so your shifts will flex between early starts (7am) and one evening a week (12pm to 8pm) to begin with so you understand the full daily requirementas. The rest of the week is standard hours.
This is an example to give you an honest insight, not a fixed script.
Monday (early start)
- 7:00am: Front desk shift at Huddersfield, open up, greet the first patients
- 10:00am: Admin team huddle, align the team on the week and the targets
- 11:00am: Rota and cover check across all four clinics
- 12:00pm: Scorecard review with the founder
- 1:00pm: Chase leads from the weekend and cancelled-did-not-rebook patients
- 2:00pm: Standards check, phone calls, invoices, patient marking
- 3:00pm: Done
Tuesday (standard, in-service afternoon)
- 9:00am: 1-to-1 with a team member, or training
- 10:00am: Front desk shift at Huddersfield
- 1:00pm: In-service training with the whole team
- 2:00pm: Chase leads and cancelled-did-not-rebook patients to close the gap in targets
- 4:00pm: Compliance check across all locations
- 5:00pm: Done
Wednesday (evening shift)
- 12:00pm: Travel to Leeds or Saddleworth
- 1:00pm: Onsite check, standards, team, any issues
- 5:00pm: Evening front desk shift at Huddersfield
- 6:00pm: Chase leads and rebooks (evenings are when most people pick up)
- 8:00pm: Close the clinic
Thursday (standard)
- 9:00am: Operations meeting with the Director of Physio Group
- 10:00am: Build the rota two weeks ahead
- 1:00pm: 1-to-1 with a team member
- 2:00pm: Chase leads and rebooks
- 3:30pm: Weekly scorecard close-out
- 5:00pm: Done
Friday (early start)
- 7:00am: Front desk shift at Huddersfield
- 10:00am: Team check-in
- 11:00am: Final compliance check for the week
- 1:00pm: Project work and improvements
- 2:00pm: Weekly summary to the founder and director
- 3:30pm: Done
The split: to begin with, roughly 40% on the front desk (including one evening and a couple of early starts), 20% leading the team and running the systems, 30% on the phone chasing leads and rebooks, and 10% on project work. As you grow the admin team and get clear on what hits the targets, you'll earn more autonomy over your own shifts.
The phone chasing matters more than it might look. 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're the one who goes after them and brings them back.
The practical details
Compensation
- Starting £35,000 base salary
- Performance bonus tied to clinic budgets and scorecards (rebook rate, patient experience, team retention) after probation
- Realistic OTE year 1: £37,000 to £38,000
- As the clinics grow and hit budget, your bonuses grow with them. The better the Group performs, the better you earn
Work structure
- Huddersfield-based with rare occasional travel to Saddleworth, Leeds and Denby Dale
- Monday to Friday with some flex for early starts and one evening initially
- Must have a driving licence and own car
- We use Cliniko, GoHighLevel, Google Workspace and Slack
Team
- You'll report to Dave O'Sullivan (Founder and CEO) and Shane Mooney (Director of Physio Group)
- A tight, high-performing team who care about making a difference in people's lives
- Everyone owns their domain and is accountable for their role
- Absolutely no corporate politics
- A 'can do' attitude
- A 'grow or go' mindset.
- This is a high performing environment. This is not an environment where you can just go through the motions.
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 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. 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 one who leads the team that makes their brilliance possible. You're the reason leads get chased, standards get held, and the numbers get hit.
When the team hits their targets because they had clean rotas, proper cover and someone holding the line, you made that happen.
When the business grows from four clinics to seven, you'll be one of the reasons we got there.
If that sounds like the kind of impact you want, we should talk.
We're not looking for perfect. We're looking for fit. If you're naturally wired to lead, drive results and run a tight operation, that will be obvious. If you're not, that will be obvious too.
Apply if
✓ You've led a team and held people to a standard
✓ You get a genuine buzz from hitting a target
✓ You'll pick up the phone and chase a lead without being asked
✓ You run an accurate operation and slip-ups bother you
✓ You get the information you need and then act
✓ You can hold people accountable without it becoming personal
✓ You're happy doing front desk shifts alongside management duties
✓ You like running a proven system and pushing it to perform
Don't apply if
✗ You want to lead from behind a desk and dodge the hard conversations
✗ You wait to be told rather than going after the result
✗ You'd rather not chase people or push for a number
✗ You need every detail nailed down before you'll move
✗ You want to rebuild our systems your way
✗ You'd describe yourself as entrepreneurial or you're after your next venture
✗ You see this as a stepping stone to running your own business
✗ You only feel safe when nothing ever changes
How to apply
Step 1: Send us a direct message telling us why you're the right person for this role, and the experience that backs it up. This isn't an upload-your-CV situation.
Step 2: Wait for our response. We'll review within two working days. If your application shows you can lead, drive results and run a tight operation, we'll invite you to the next stage.
What we're looking for in applications:
- Evidence you've led a team and held people accountable
- Specific examples of chasing a target or a number and hitting it
- Examples of running an operation accurately, with no slip-ups
- A clear sense that you understand what this role actually is
- No generic AI responses. We spot them easily
A final note. The best person for this job leads from the front, goes after the result, and keeps the whole operation running clean. They don't need to invent something new to feel valuable. They get their satisfaction from a team that hits its numbers and an operation that runs without a hitch.
If that's you, this role will feel like it was built for you.
P.S. If you got to the end of this and you're already thinking about how you'd get the team hitting their numbers, you're the right kind of person. If you got to the end wanting a thicker manual before you'd feel ready to start, you're probably not.
Still reading? Good. Apply below.
Pay: £35,000.00 per year
Work Location: In person
