Customer Care Manager

Specsavers; Ebbw Vale; On-site; GBP 30,000; Full time

Job summary

A leading optical retailer in Ebbw Vale is seeking a Customer Care Manager. This full-time role involves overseeing clinic administration, managing patient flow, and training team members, with full training provided for clinical responsibilities. The ideal candidate should be passionate about patient care and has the opportunity for managerial development.

Benefits

Basic salary of £30,000

30 days annual leave including bank holidays

Birthday off

Fully funded Clinical Technician Certification

Sick pay

Enhanced maternity pay

Access to WeCare, Headspace & more

Corporate access to PureGym

Qualifications

• Experience in managing a high-volume environment.
• Passionate about patient care and self-development.
• Familiar with retail standards and business operations.
• Desire to improve processes and support others.

Responsibilities

• Confirm patient attendance and manage bookings.
• Prepare patients for exams and manage clinic flow.
• Train and develop team members and monitor clinical KPIs.
• Lead the implementation of trials and work with teams.

Skills

Multitasking

Patient care

Leadership

Process improvement

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Are you passionate about delivering gold-standard eye care and supporting a professional clinical team? Do you thrive in a fast-paced environment and love helping others grow? If so, we'd love to hear from you!

We're looking for a Customer Care Manager to join our Ebbw Vale store - someone who lives and breathes our Specsavers values and is committed to providing a Total Care experience for every patient. This is a full-time position, with mandatory weekend working across 5 days.

As our Customer Care Manager, you'll play a vital role in ensuring our clinics run smoothly and our patients receive the best care possible. Your responsibilities will include:

• Clinic Administration: Confirm patient attendance, manage bookings, and maintain GDPR compliance.
• Clinic Management: Prepare patients for exams, manage clinic flow, and support seamless transitions to retail or dispensing teams
• Specialist Clinical Expertise: Receive full training to become a certified Clinical Technician, including drug instillation and advanced screening services (OCT, fundus photography, IOP, etc)
• Team Leadership: Train and develop team members, monitor clinical KPIs (e.g. OCT uptake, CIPD), and support store-wide improvements
• Innovation & Trials: Lead the implementation of clinical trials and pilot schemes, working closely with the Optometry Director and wider team

What we are looking for

• Experienced in multitasking and managing high-volume environment
• Passionate about patient care and continuous self-development
• Familiar with retail standards and business operations
• A natural leader who thrives on improving processes and supporting others

No prior clinical experience is required - full training will be provided. However, experience in optics or healthcare is highly desirable.

What's on offer?

• Basic salary of £30,000 per annum (upon full training)
• Full time position Mon-Sun across 5 days, including weekend working
• 30 days annual leave entitlement including bank holidays
• Your birthday off
• Fully funded Clinical Technician Certification
• Sick pay
• Enhanced maternity pay
• Clear path for managerial development
• Access to WeCare, Headspace & more
• Corporate access to PureGym

For further information about this role please contact [e-mail]