Clinical Support Consultant

5 months ago

Mississauga, Canada Specsavers Full time

Founded over 30 years ago by optometrist couple Doug and Mary Perkins, Specsavers is a family-run business that today operates across 10 markets: the UK, Ireland, Netherlands, Sweden, Denmark, Norway, Finland, Spain, Australia and New Zealand. We are the largest privately owned optical and audiology group in the world, caring for the eyesight and hearing of over 35 million customers worldwide through our network of nearly 2000 stores. With annual turnover in the region of $5bn we are the clear market leader in most of our markets.

**Main Purpose of the Role**

The Clinical Support Consultant is a field support role, responsible for providing our Optometry Partners and their Associate Optometrists with clinical support that measurably drives clinical and commercial outcomes. The role is key to our ambition to advance delivery of eye care services, drive clinical efficiencies and strengthen the clinical reputation of the Specsavers’ brand as we grow.

In this role you will be responsible for training, support and engagement of Optometry Partners and store teams within a Province. This encompasses operational coaching, clinical technology training/support, reinforcement of clinical best practice, professional fees, and as we grow, implementing a scalable clinical support model in the region where you work.

You will work closely with the Head of Clinical Support, Director of Optometry and Clinical Support Consultant colleagues to achieve delivery of consistently high standards of clinical care for Specsavers’ patients across Canada.

**Key Responsibilities**
- Implement the existing onboarding, store set up and governance processes to achieve Specsavers’ provincial store growth objectives
- Adapt and refine the new store set up process to ensure it is relevant for the Provinces, and effectively launches new stores to timescales agreed
- Develop a robust understanding of Provincial regulations - communicating clearly to stores and internal colleagues to ensure understanding and adherence to the regulations.
- Work closely with Optometry and Retail Partners on an ongoing basis, to communicate and influence best practice and operational efficiency compatible with customer volumes, customer care and high clinical standards.
- Ensure the Clinical teams are trained and have confidence in new clinical equipment and equipped to manage change, as we evolve the clinical elements of the customer journey.
- Coach the clinical operational aspects of the customer journey, including improving pre-test, transfer of care, and other clinical activities in the store.
- Analyse and address underperformance across Brand Service Standards, providing support and guidance to both Partners and setting objectives for improvement.
- Guide Optometry Partners in relation to recruitment of Associate Optometrists in line with business growth objectives and to ensure appropriate clinical coverage in stores
- Celebrate and recognise high performance and be the conduit for encouraging the sharing of best practise across the clinical community.
- Work with Optometry and Retail Partners and their teams to create commercial optometry business plans to help them develop and grow their business and their people.
- Develop influential working relationships with Optometry Partners and their teams at all levels
- Develop and deliver a range of workshops, store visits and on-line learning interventions to optometrists that positively influence their engagement and clinical activity.
- Be able to communicate at all levels in a manner that is easily understood and is effective and supports open and honest conversations.
- Role model and champion the behaviours and values which Specsavers stand for and as such is a respected member of the team.

**Key Skills, Ability or Experience**
- Bachelor of Science Studies, Optician, Optometrist or equivalent, preferably with 5+ years’ experience in retail environment
- Experience facilitating training to audiences of 5-30 people (min two years)
- Experience in industry stakeholder relationships
- Experience of retail management and/or training design and delivery
- Ability to build effective relationships and hold open and honest conversations.
- Excellent written and verbal communication and presentation skills
- Ability to work as part of a team and a strong ability to work autonomously.
- Strong influencing skills
- Ability to coach/mentor

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