Call Centre Agent – Inbound

Optical Express; Glasgow; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Uncapped bonus

Modern working environments

33 days annual leave

Free Laser Eye Surgery

Free eye tests

Discounted eyewear

Job summary

Optical Express in Glasgow City Centre is seeking an inbound advisor to be the first point of contact for patients calling in with inquiries, from booking sight tests to scheduling refractive treatments. You will ensure every patient receives outstanding service and a smooth, positive experience throughout their journey.

This role focuses on delivering excellent customer service, handling inquiries, maintaining patient records, and collaborating with clinical and admin teams to coordinate

Qualifications

• Strong communication and interpersonal skills.
• Excellent problem-solving abilities.
• Strong administrative skills and attention to detail.
• Experience in a customer-facing role, healthcare or optical services preferred.
• Ability to work under pressure and manage multiple tasks.
• Proactive with a focus on continuous improvement.

Responsibilities

• Handle patient inquiries via phone and email, providing accurate information and scheduling appointments.
• Assist with the patient journey to ensure a seamless experience from inquiry to treatment.
• Manage patient records, update databases, and help organize appointments and treatments.
• Use strong communication to resolve issues and guide patients on next steps.
• Collaborate with clinical and admin teams to meet patient needs and schedule appointments efficiently.

Skills

Communication

Customer service

Problem solving

Administrative

Multi-tasking

Healthcare exposure

Job description

Location: Glasgow City Centre – Office based

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 Europe’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.

We are looking for a motivated and compassionate Inbound Advisor to join our team. You will be the first point of contact for patients calling in with a variety of inquiries, ranging from booking sight tests to scheduling refractive treatments. You will be responsible for ensuring that all patients receive outstanding service, making their experience as smooth and positive as possible.

Key Responsibilities:

• Customer Service Excellence: Handle patient inquiries via phone and email, providing accurate information about services, scheduling appointments, and addressing concerns.
• Patient Journey: Actively look for opportunities to improve the patient experience, ensuring a seamless journey from initial inquiry to treatment.
• Administrative Support: Manage patient records, update databases, and assist with the organization of patient appointments and treatments.
• Communication & Problem-Solving: Use strong communication skills to engage with patients, resolve issues, and provide guidance on the next steps.
• Collaboration: Work closely with the clinical and administrative teams to ensure all patient needs are met and appointments are efficiently scheduled.

Skills & Experience:

• Strong communication and interpersonal skills, with a passion for helping others.
• Excellent problem-solving abilities to handle a variety of patient needs.
• Strong administrative skills, including attention to detail and organizational abilities.
• Experience in a customer-facing role, ideally within healthcare or optical services (preferred but not essential).
• Ability to work under pressure and manage multiple tasks simultaneously.
• A proactive attitude with a focus on continuous improvement.

What’s in it for you?

• Excellent uncapped bonus structure
• State of the art, modern working environments
• 33 days annual leave
• 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

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