Customer Service Advisor

ACES; Glasgow; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

33 days annual leave (pro rata)

Free Laser Eye Surgery and Intraocular

Free eye tests

Discounted prescription eyewear and ey

Generous friends and family discount

Full training on refractive treatments

Job summary

ACES is a pioneering independent provider of NHS ophthalmic care in the community, dedicated to high-quality patient service. The post holder will support the multidisciplinary team by scheduling patient referrals, appointments and surgeries, maintaining records, handling queries, and performing essential office tasks to ensure smooth service delivery.

The role involves coordinating with clinicians and administrative staff, managing waiting lists, and delivering a responsive patient experience

Qualifications

• Experience in scheduling patient referrals, appointments and surgeries is desirable.
• Ability to maintain patient records and respond to queries.
• Proficient in general office tasks to support department operations.

Responsibilities

• Schedule and manage patient referrals, appointments, and surgeries with MDT coordination.
• Maintain patient records and waiting list management; liaise with clinical staff.
• Serve as first point of contact for patient inquiries by phone and in person.

Skills

Scheduling appointments

Customer inquiries

Office administration

Job description

ACES is a pioneering independent provider of NHS ophthalmic care in the community and patient care is at the heart of everything we do.

We have been providing NHS eye care since 2005 and are expanding throughout 2026 and beyond. We provide a range of services including cataract surgery, YAG laser treatment, glaucoma treatment, oculoplastics and general ophthalmology.

The ACES 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.

This culture extends to our local communities, through our range of charitable and environmental projects. We focus on doing what is right for our patients, our colleagues, our local communities and our planet.

Role Purpose

The post holder will actively support the multi-disciplinary team in scheduling patient appointments and surgeries, coordinating the care pathway, and managing waiting lists. They will assist in maintaining patient records, responding to queries, and performing essential office tasks to ensure the smooth running of the department and high-quality service delivery.

Main Duties and Responsibilities

• Schedule and manage patient referrals, appointments, and surgeries in collaboration with the Administration Manager and MDT team.
• Maintain patient records, support waiting list management, and liaise with clinical staff to address queries.
• Serve as the first point of contact for patient inquiries via phone and in-person, offering information and assistance as needed.
• Perform general office tasks, including taking calls, processing referrals, scanning, and photocopying.
• Assist in the smooth operation of the service by undertaking additional duties as directed by the manager.
• State of the art, modern working environments
• 33 days annual leave (pro rata)
• Free Laser Eye Surgery and Intraocular Lens Surgery
• Free eye tests
• Discounted prescription eye wear and sunglasses
• Generous friends and family discount scheme
• Full training on refractive treatments and patient handling

This is a fantastic opportunity to join a global organisation where you will have the opportunity to grow and develop within a professional working environment.

ACES is an equal opportunities employer.