Call Centre Agent

Optical Express Group; Glasgow; On-site; GBP 21,000 - 26,000; Full time

Job summary

A leading skin clinic in Glasgow is looking for a Customer Care Advisor. This role involves interacting with patients through calls and live chat, delivering exceptional care and support for aesthetic treatments. Candidates should possess strong communication skills and a customer-focused mindset. The position offers a supportive work environment with opportunities for growth and a range of benefits, including generous leave and discounts.

Benefits

Modern working environment

29 days annual leave (pro rata)

Discounts on products and treatments

Friends and family discount scheme

Clear progression routes

Pension scheme

Qualifications

• Strong communication skills with the ability to convey information clearly.
• Ability to build rapport with patients and offer personalized care.
• Comfortable in a professional manner when dealing with customer queries.

Responsibilities

• Make outbound and receive inbound calls to clients regarding aesthetic treatments.
• Respond to patient queries in real-time via live chat.
• Provide exceptional patient care and guidance.

Skills

Strong verbal and written communication skills

Ability to build rapport with patients

Comfortable dealing with customer enquiries

Eagerness to develop knowledge of aesthetic treatments

Ability to solve problems

Job description

Title: Customer Care Advisor – sk:n

Hours: 40 hours per week, Full Time

Location: Glasgow City Centre – Office based

Salary: £25,396

As one of the UK’s leading skin clinics, skin is at the heart of everything we do. Dedicated to helping our clients achieve healthier, more confident skin, we take pride in delivering expert dermatology solutions and aesthetic treatments for a wide range of concerns. Part of Lorena Cosmetics Holdings SPV Limited, a market leader in healthcare services, sk:n continue to set the standard in advanced skincare, dermatology and medical aesthetics.

With over 30 years of expertise and a reputation for exceptional client care, we are dedicated to making personalised dermatology treatments and skincare solutions more accessible. Our commitment to innovation, safety, and medical excellence ensures lasting results, inspiring our clients to feel confident in their skin.

Due to continued business success we now require additional Customer Care Advisors to work within our Glasgow contact centre.

Each day in this role brings something new, but your core responsibilities will include:

• Patient Interaction: Make outbound and receive inbound calls to our clients, offering information and assisting with enquiries about our range of aesthetic treatments.
• Live Chat Support: Respond to patient queries in real-time via our live chat service, providing accurate and timely information on treatments, appointments, and services.
• Deliver Exceptional Care: Provide a first-class patient experience, ensuring that all interactions are informative, friendly, and tailored to individual patient needs.
• Consultation & Guidance: Help identify opportunities to support patients in achieving their personal goals through our treatments, and build trust through strong communication and rapport.
• Problem-Solving: Use your communication skills to address patient queries, concerns, and objections, while guiding them toward the best solution.
• Ownership: Take full ownership of every patient interaction, ensuring positive outcomes and a memorable experience for each patient.

Essential skills

• Communication Excellence: Strong verbal and written communication skills, with the ability to convey information clearly and confidently over the phone.
• Customer Focused: Ability to build rapport with patients, making them feel valued and heard, while offering personalized care.
• Confidence: Comfortable dealing with customer enquiries in a professional manner, remaining calm and solution focused.
• Willingness to Learn: Eagerness to develop knowledge of aesthetic treatments and the willingness to enhance your skillset.
• Problem Solving: Strong ability to overcome objections and provide effective solutions.

What’s in it for you?

• State of the art, modern working environments
• 29 days annual leave (pro rata)
• Discounts on group products and treatments
• Generous friends and family discount scheme
• 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.

Sk:n is an equal opportunities employer