Call Centre Agent

Optical Express Group; Glasgow; On-site; GBP 27,000 - 28,000; Full time

Benefits offered by this job

33 days annual leave

Free Laser Eye Surgery

Free intraocular lens surgery

Free eye tests

Discounted eyewear

Staff discounts

Pension scheme

Full training and progression

Job summary

Optical Express is seeking a proactive Contact Centre – Outbound Sales agent in Glasgow City Centre. This full-time role involves making outbound calls to warm leads, guiding patients through consultation bookings and achieving KPIs.

You will join a state-of-the-art environment with strong training, progression routes and a supportive team culture. We offer 40 hours per week, office-based in Glasgow, and a salary of £27,040–£28,080 plus bonus, plus generous benefits including 33 days leave, free

Qualifications

• Experience with outbound calling and warm lead handling.
• Ability to meet and exceed KPIs and targets.
• Strong communication and rapport-building skills.

Responsibilities

• Make outbound calls to patients who enquired about refractive treatments.
• Deliver an outstanding customer experience while identifying opportunities.
• Consistently meet and exceed KPIs and conversion targets.
• Build trust and guide patients through the consultation booking journey.
• Own each interaction to ensure a positive, informative experience.

Skills

Outbound sales

Customer service

Communication

Persuasion

Job description

Title: Contact Centre – Outbound Sales

Hours: 40 hours per week, Full Time

Location: Glasgow City Centre – Office based

Salary: £27,040 – £28,080 plus bonus

Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology.

For over 35 years, millions of patients have trusted Optical Express with their eye care. As UK’s leading private provider of laser eye, premium intraocular lens and cataract surgery, our Surgeons undertake more laser procedures collectively than any other provider. We look after thousands of patients in our clinics every week and it’s a privilege to transform the lives of so many.

The Optical Express team work together, collectively and consistently striving for excellence. We support each other, respect each other and are committed to a culture of care, trust and integrity.

The culture extends to our local communities, through our range of charitable and environmental projects. We focus on doing what is right for our patients, our colleagues, our local communities and our planet.

Role responsibility :

Responsible for contacting patients who have shown interest in refractive treatments—including laser eye surgery and lens replacement. This role is all about converting warm leads into booked consultations by understanding patient needs and showcasing the value of our services.

• Make outbound calls to patients who have enquired about refractive treatments.
• Deliver an outstanding customer experience while identifying opportunities.
• Consistently meet and exceed KPIs and conversion targets.
• Building trust and rapport, Guiding patients through the consultation booking journey.
• Take ownership of every interaction, Ensuring a positive and informative experience.

What we are looking for:

• A driven individual with a target-focused mindset.
• Experience in outbound sales or a high-contact customer service role.
• Strong communication and persuasion skills.
• Willingness to push yourself to meet and exceed performance goals.
• Resilience, motivation and a hunger to succeed.

What’s in it for you?

• State of the art, modern working environments
• 33 days annual leave*
• Free Breakfast and Subsidised staff canteen.
• Free Laser Eye Surgery and Intraocular Lens Surgery
• Free eye tests
• Discounted prescription eye wear and sunglasses
• Generous Optical Express friends and family discount scheme
• Full training on refractive treatments and patient handling
• Clear progression routes for top performers
• Pension scheme

This is a fantastic opportunity to join an established organisation where you will have the support to grow and develop within a professional working environment.

Optical Express is an equal opportunities employer