Call Centre Agent – Inbound

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

Benefits offered by this job

Uncapped bonus

Modern working environments

33 days annual leave

Free laser eye surgery

Free eye tests

Eyewear discount

Pension scheme

Job summary

Optical Express Group in Glasgow City Centre is seeking a Customer Care Advisor for inbound inquiries, handling bookings and patient questions with a focus on a smooth, positive experience.

You will be the first point of contact for patients arranging sight tests and treatments in a full-time, office-based role, contributing to high-quality care and service delivery.

Qualifications

• Strong communication and interpersonal skills.
• Excellent problem-solving abilities to handle patient needs.
• Strong administrative skills, including attention to detail and organization.
• Experience in a customer-facing role, ideally within healthcare or optical services.
• Ability to work under pressure and manage multiple tasks simultaneously.
• A proactive attitude with a focus on continuous improvement.

Responsibilities

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

Skills

Communication

Problem solving

Administrative

Customer-facing experience

Pressure management

Proactive attitude

Job description

Title: Customer Care Advisor – Inbound

Hours: 40 hours per week, Full Time

Location: Glasgow City Centre – Office based

Salary: £27,040 – £27,560 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 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 compassionateInbound Advisorto 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
• 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