About Us
We are one of Scotlands leading audiology businesses, recognised for our clinical excellence, exceptional customer care and ambitious growth plans.
Our Glasgow hub supports a network of spoke locations, delivering outstanding hearing care through a highly skilled clinical team. We pride ourselves on combining exceptional customer service with strong commercial performance and are now looking for an outstanding General Manager to help lead the next phase of our journey.
This is an exciting opportunity for an experienced leader who enjoys developing people, driving business performance and making a genuine impact.
The Role
As General Manager, you will be responsible for the day-to-day operational and commercial leadership of the Glasgow Audiology business.
Working closely with the Audiology Directors, you will ensure the business delivers outstanding customer experiences, achieves its commercial objectives and continues to develop a high-performing, engaged team.
This is a highly visible leadership role where success comes from building relationships, communicating effectively, maintaining operational excellence and driving continuous improvement.
Key Responsibilities/Business Performance
- Drive achievement of monthly and annual sales targets.
- Maximise hearing test volumes across Glasgow and associated spoke locations.
- Monitor and improve key business KPIs including:
- Test volume
- Conversion
- Average order value
- Revenue recognition
- Customer satisfaction
- Profitability
- Identify commercial opportunities to grow the business.
- Review management information and turn data into action plans.
Operational Leadership
- Oversee the day-to-day operation of the Glasgow Audiology business.
- Ensure clinics are utilised effectively.
- Work proactively to maximise appointment availability.
- Reduce outstanding fittings and optimise diary management.
- Coordinate operational activity across the hub and spoke locations.
- Ensure processes are followed consistently and efficiently.
Leadership & People Development
- Lead, inspire and develop a high-performing team.
- Conduct regular one-to-one meetings.
- Support colleague development and succession planning.
- Deliver engaging team meetings.
- Foster a positive, accountable and customer-focused culture.
- Recognise and celebrate success while addressing performance concerns constructively.
Communication
- Act as the key communication link between the Directors, clinicians, support teams and spoke locations.
- Ensure communication is timely, clear and action-oriented.
- Build strong relationships with spoke partners and colleagues.
- Coordinate operational updates, business initiatives and team communications.
- Escalate issues promptly and ensure they are driven through to resolution.
Customer Experience
- Champion exceptional customer service.
- Support complaint resolution where required.
- Drive improvements in customer satisfaction and Net Promoter Score.
- Promote a culture of delivering outstanding hearing care every day.
Continuous Improvement
- Identify opportunities to improve efficiency and profitability.
- Lead implementation of new business initiatives.
- Encourage innovation and best practice across the business.
- Support the Directors in delivering the long-term business strategy.
About You
You'll be someone who enjoys taking ownership, solving problems and helping others succeed.
You will be:
- A confident and approachable leader.
- Commercially aware and results-driven.
- Highly organised with excellent attention to detail.
- An outstanding communicator.
- Comfortable analysing business performance and acting on data.
- Positive, resilient and proactive.
- Able to prioritise effectively in a fast-paced environment.
- Passionate about developing people and building successful teams.
Essential Experience
- Previous leadership or management experience.
- Proven ability to manage business performance.
- Strong organisational and planning skills.
- Experience working with KPIs and performance metrics.
- Excellent written and verbal communication skills.
- Strong coaching and people development skills.
Desirable Experience
- Retail, healthcare or professional services management.
- Multi-site operational experience.
- Experience leading operational improvement projects.
- Financial and commercial awareness.
What Success Looks Like
Within your first 12 months you will:
- Deliver sustained business growth.
- Increase hearing test volume through proactive operational management.
- Maintain industry-leading conversion and average order value.
- Build strong relationships across all spoke locations.
- Deliver clear, consistent communication across the business.
- Create a highly engaged, accountable and motivated team.
- Improve operational efficiency and profitability.
- Be recognised as a trusted leader who consistently drives results.
What We Offer
- £40,000 salary
- Performance-related bonus
- 30 days annual leave (including bank holidays)
- Ongoing leadership and development opportunities
- A supportive and ambitious leadership team
- The opportunity to shape one of Scotland's most successful audiology businesses
If you're an organised, commercially minded leader who enjoys developing people, solving problems and delivering exceptional results, we'd love to hear from you.
Pay: Up to £40,000.00 per year
Benefits:
- Company pension
- Employee discount
- Sick pay
- Store discount
Work Location: In person
