Customer Rebook Advisor

OutsideClinic; Swindon; On-site; GBP 24,000; Full time

Job summary

A leading company in home eye care seeks a Customer Rebook Advisor to join their team in Swindon. You will contact customers for routine sight tests, aiming to book appointments while providing excellent service. This full-time position offers a competitive salary along with benefits like private medical insurance, life assurance, and a contributory pension scheme.

Benefits

Private medical insurance

Life assurance (4x salary)

Access to health & wellbeing initiatives

Contributory pension scheme

22 days' holiday plus bank holidays

Discounted eyewear and hearing products

Qualifications

• Experience in outbound calling or customer service roles.
• Target-driven approach with a passion for helping people.
• Strong communication and objection-handling skills.

Responsibilities

• Contact existing and lapsed customers via outbound calls.
• Book approximately 30–40 appointments daily from 100+ calls.
• Build and manage call-back diary.

Skills

Outbound calling

Customer service

Communication

Objection handling

Organisational skills

Optical knowledge

Job description

Job Title: Customer Rebook Advisor

Location: Head office, Swindon

Salary: £23,874.92 per annum pro rata

Hours: full time 37.5 hours per week

Reporting to: Scheduling Manager

Contract: 6-month fixed term contract

Background

OutsideClinic was founded in 1987 and has developed to become a leading provider of ‘at home’ eye care and hearing care. The business has revenues of £40m and employs 400 people. The business provides services to the older population group, that find it challenging to visit the high street.

Job Summary

We’re seeking a proactive and empathetic Customer Rebook Advisor to join our outbound rebook team. In this role, you’ll be contacting customers nationwide who are due — or overdue — their routine sight tests. This includes those typically at the 12-month mark as well as those who may have chosen or needed to wait longer, up to 18–24 months.

You’ll be responsible for building and managing your own call diary, making over 100 outbound calls per day with the aim of booking 30–40 appointments. Calls will vary in length, from detailed conversations to voicemails and no answers.

This is an excellent opportunity to contribute to a clinically excellent service, supporting customers in maintaining their eye health, and encouraging continued engagement with their optician’s care plan.

Principle Accountabilities

• Contact existing and lapsed customers across the UK via outbound calls
• Book approximately 30–40 appointments daily from 100+ calls
• Build, manage and follow up on your own call-back diary
• Confidently handle objections while maintaining a caring and professional tone
• Read and interpret previous clinical notes to explain the importance of ongoing sight tests
• Use discretion to offer appropriate discounts to support rebooking
• Inform customers about OutsideClinic’s audiology services and how regular hearing checks can benefit their overall health and wellbeing, especially when paired with routine eye care
• Accurately update and manage customer data using our bespoke internal systems
• Work closely with a small, supportive team based in Swindon
• Champion the customer within the business. Gather feedback, identify pain points, and work with departments to improve experiences and perceptions.

Skills & Attributes

• Experience in outbound calling or customer service roles
• A target-driven approach with a genuine passion for helping people
• Strong communication and objection-handling skills
• Good organisational skills and the ability to self-manage a busy diary
• Optical knowledge or experience desirable
• Ability to use computer systems confidently and accurately
• A patient-centred approach aligned with our values of clinical excellence

What we offer

• Competitive salary.
• Private medical insurance
• Life assurance (4x salary)
• Access to health & wellbeing initiatives
• Contributory pension scheme (matched up to 5% upon successful completion of the probationary period)
• 22 days' holiday plus bank holidays
• Discounted eyewear and hearing products after a qualifying period