Lead Receptionist/ Office Manager Position

The overall purpose of the job

To be the anchor and role model to the reception and treatment teams, setting exceptionally high standards throughout the clinic.

We are a leading massage therapy clinic, specialising in sports, deep tissue and remedial massage, based in Parsons Green, Fulham, London. We are looking for a Lead Receptionist/Office Manager in Fulham to facilitate the efficient functioning of the practice through a range of friendly and customer focused service, administrative, financial, and managerial tasks. The contract is permanent; the salary is £22K- 25K with 28 vacation days inclusive of bank and statutory holidays. The ideal candidate must demonstrate proactivity and strong organisation and leadership skills, along with being an independent thinker and decision maker.

Main Responsibilities

Clinic & Office Support:

  • Welcoming clients upon arrival to FMW & making them feel comfortable, offering refreshments etc
  • Answering any phone and email enquiries from clients and recording this on tracking log manually
  • Booking and amending appointment times on the MindBodyOnline booking system (MBO)
  • Dealing with cancellations and late arrivals - ensuring that all no shows are dealt with and followed up with following no-show process
  • Keeping appropriate appointment waiting lists and ensuring all slots are filled where possible
  • Sending out daily reminders via text to clients
  • Processing payments, rebooking and checking out clients on the MBO booking system
  • Sending out client receipts and gift vouchers
  • Updating client database on the MBO system and sending welcome emails to new clients
  • Recording details of any referrals in the referral log and sending thank you emails to existing clients that have referred new clients to the clinic
  • Ensure that all filing is carried out promptly and efficiently
  • Making sure therapy rooms and common areas are clean and kept in a tidy manner on a daily basis
  • Ensuring laundry is kept up-to-date and towels are folded
  • Other housekeeping duties including putting out rubbish and washing up
  • Restocking outside flyers at the front of the clinic
  • Assisting with blog writing, creating monthly newsletters, preparing new therapists’ profiles
  • Other ad-hoc team support duties as and when requested by Fulham Massage & Wellness Practice Manager or Owner
  • Commencing interviews and assisting with a recruitment process

Team Support:

  • Set up and maintain effective administrative systems
  • Where systems are not upheld, taking appropriate action by offering help & training or informing Practice Manager
  • Supervise the correct use of the computerised appointment system, providing training to Therapists & Reception staff where required
  • Provide support to the Practice Manager & Owner as and when required
  • Act as a role model to reception staff, supporting, motivating and promoting good staff relations
  • Monitor staff attendance, sickness absence and annual leave.
  • Ensure cover and suitable contingency plans are in place for all leave, including an unforeseen absence
  • Inductions of all new reception staff
  • Delegation of general housekeeping duties
  • Managing and commencing day to day cleaning works
  • Support the therapists by passing on messages, bookings and any other details with regards to their appointments
  • Liaising with the therapists on day to day basis (point of contact for therapists and reception staff)
  • Restocking literature and supplies in the therapy rooms
  • Keep up to date with changes with Fulham Massage & Wellness policies and procedures
  • Responsible for the health & safety of yourself and colleagues in the workplace. Ensure that H&S guidelines and policies are adhered to and that breaches are reported to your Practice Manager and Owner immediately
  • Stocktaking - ordering items & equipment
  • Adhoc marketing projects
  • Preparing reports using MBO system
  • Promote and adhere to FMW policies and procedures
  • Understand and maintain Fulham Massage & Wellness’ mission, values and standards of practice. Feedback to the Practice Manager when these are not upheld by any therapists or where they have observed exceptional practice from a therapist


Education & Experience

Educated to GCSE standard (including English) and/or the ability to demonstrate excellent communication skills both written and oral are essential.

Experience of working in a Clinic environment and knowledge of running a busy reception (ideally but not essential)

Experience of working in a customer service environment.

Experience of working constructively as part of a team.

Working experience and knowledge of I.T. systems, including e-mail, internet and Microsoft Office applications (Word and Excel) is essential.

Skills & Competencies

Great administration skills

Planning and organisational skills with attention to detail and an ability to multitask

Ability to display tact, professionalism and an exceptional level of customer service when dealing with clients, therapists, Practice Manager & Owner and other external contacts whether on the phone, in person or via e-mail

Excellent communication and interpersonal skills, including clear and concise writing skills

Adaptable, positive, and customer focused with a ‘can do approach

Ability to consistently demonstrate discretion and confidentiality

Strong team player able to work flexibly and to respond quickly in a customer focused environment

Ability to act on own initiative and to delegate work as and when required

Exceptionally high standards

Job Types: Full-time, Permanent

Salary: £22,000.00 to £25,000.00 /year

To apply: Please send your CV and cover letter to This email address is being protected from spambots. You need JavaScript enabled to view it.We look forward to hearing from you!