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Dispensing Optician Manager - Independent Optician Group
Bookham, Surrey - 36,000 - 42,000
Role Purpose
A Dispensing Optician Manager who is qualified and a GOC-registered Dispensing Optician with the added responsibility of managing both the clinical and operational functions of the branch. They are the bridge between clinical excellence, exceptional customer service, and smooth day-to-day operations. The role combines hands-on dispensing expertise with team leadership, staff development, branch administration, and commercial performance management.
Key Responsibilities
Clinical & Dispensing Duties
- Carry out high-quality spectacle dispensing including frame selection, lens recommendations, and precise measurements.
- Ensure seamless patient journeys through confident 3-way handovers with the Optometrist.
- Handle frame adjustments, repairs (including hearing aids), and rechecks/non-tolerances, resolving patient concerns promptly, escalating to the area manager where appropriate with professionalism.
- Manage spectacle orders, liaising with suppliers for delayed orders, and ensure accuracy in focimetry and fitting.
- Ensure all administrative tasks within the branch are accurate and efficient, ensuring clinical records are thorough, up-to-date, and compliant with GDPR and data protection requirements.
- Support and supervising of a student dispensing optician maybe required.
Leadership & Management
- Act as a positive ambassador for the company, promoting its values, reputation, and commitment to excellent patient care, whilst encouraging team motivation and an inclusive, can-do atmosphere.
- Oversee daily branch operations including opening/closing procedures, alarm systems, cashing up, banking, and keyholder responsibilities.
- Line manage branch team members, approve holiday and communicating with HR and other managers for rota changes and staffing levels.
- Conduct regular performance reviews and rolling reviews, supporting staff training, development, and reward recognition.
- Collaborate with HR to address sickness, absence documentation, and identify attendance patterns using tools such as the Bradford Factor.
Operational & Financial Oversight
- Monitor and manage stock levels, frame rep visits and stocktake accuracy.
- Track budgets, gross profit, incentives, and assist OA team with weekly returns and invoices.
- Manage refunds, till discrepancies, debt collection processes, and report fraudulent activity.
- Coordinate branch reports for Manager Meetings and communicate branch needs with Head Office, Accounts, HR, and Marketing.
Marketing & Promotion
- Collaborate with the Marketing team to support local promotional events, open days, and marketing calendar activities.
- Take pride in personal presentation and the upkeep of the practice environment, ensuring displays, marketing materials and merchandise are well presented at all times.
- Support marketing with website content updates, newsletters/social media content, display trays, and recommendation cards.
- Monitor customer feedback and encourage staff involvement in marketing efforts.
Health, Safety & Compliance
- Lead Health & Safety initiatives in-branch, including emergency procedures, hazard walk-throughs, and accident reporting.
- Ensure staff awareness of GDPR, Data Protection, and patient confidentiality policies.
- Maintain equipment including screener calibration, scanner accuracy, and locations of AED/defibrillator.
- Must undertake First Aid training.
Qualifications and Experience
- Previous management experience is an advantage
- Previous spectacle dispensing experience is essential
- Level 6 Diploma in Ophthalmic Dispensing qualification
Skills and Attributes
- Excellent communication, empathy, problem-solving skills with a passion for customer service.
- Able to delegate, coach and motivate the team.
- IT skills (Word, Excel etc) and good organisational skills are also called for.
- Must be enthusiastic, willing to learn new skills and able to adapt to a role that is often evolving.
Rewards and Benefits
- Competitive salary (dependent on experience)
- Continuing education and training support
- CPD events
- Company pension scheme and Life Assurance
- Incentive scheme
- Staff and family discounts
- 33 days holiday including bank holidays
- Career progression opportunities
- Team building events
- Company sick pay
- Perkbox
- EAP scheme
- Cycle to Work scheme
- No Sunday or Bank Holiday working
- WhatsApp support groups
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