Didcot Dental Studio is not just a dental practice — we are a destination for cosmetic excellence, confidence, and transformation. Our luxurious, fully private clinic is equipped with state-of-the-art technology and a highly skilled team who deliver life-changing dentistry every single day.
We are entering an exciting stage of growth — and we are looking for a Customer Experience & Operations Manager to join our leadership team. This is a rare opportunity to take ownership of our patient journey, elevate our operational processes, and embed a world-class service culture as we scale.
The Role
This is a hybrid leadership position — combining operational oversight with a laser focus on patient experience. You will:
* Own the entire patient journey — from first contact to aftercare — ensuring every step feels premium, consistent, and seamless.
* Design and roll out training, SOPs, and scripts that empower our team to deliver five-star service every time.
* Lead daily operations across the practice — from scheduling and resource allocation to compliance and process improvement.
* Coach and inspire the team, embedding a culture of service excellence and accountability.
* Track KPIs (conversion rates, patient feedback, efficiency) and report results to the Directors.
* Support the leadership team with continuous improvement initiatives as we expand into additional sites.
* Handle escalated patient issues with empathy and professionalism, always seeking the win–win outcome.
About You
You are an experienced leader with a passion for exceptional service and operational excellence. You thrive on building systems, motivating teams, and creating a culture where people and patients feel cared for.
You bring:
* Proven experience in operations, service management, or practice leadership (healthcare, luxury hospitality, or premium retail).
* A natural ability to lead, coach, and inspire teams.
* Experience creating and implementing training programmes and SOPs.
* Strong organisational and problem-solving skills — you love taking something good and making it great.
* Commercial awareness and comfort working with budgets, KPIs, and performance metrics.
* Excellent communication skills and a genuine commitment to patient care.
Why Join Us?
* Leadership Role – you'll sit on the clinic's leadership team and have direct influence over strategy and culture.
* Career Growth – we are on a mission to become one of the most respected private dental groups in the UK. Grow with us as we expand to new sites.
* Competitive Salary – £17–£25/ hour depending on experience, plus potential for performance-related bonuses.
* State-of-the-Art Practice – work in a luxury environment with cutting-edge equipment and technology.
* 30 Mins from London – Didcot is well-connected by train and offers a great work-life balance outside the city.
For an insight into our practice and culture, follow us on Instagram:
@didcotdentalstudio
Job Type: Full-time
Pay: £17.00-£25.00 per hour
Benefits:
* Company pension
* Employee discount
Work Location: In person