Customer Service Advisor ACES

Anglia Community Eye Services; Glasgow; Hybrid; GBP 27,000 - 28,000; Full time

Benefits offered by this job

33 days annual leave (pro rata)

Free Laser Eye Surgery, Intraocular Lk

Free eye tests

Discounted prescription eye wear and_s

Pension scheme

Friends and family discount

Job summary

Anglia Community Eye Services (ACES) seeks a Customer Service Advisor to support the multi-disciplinary team by scheduling patient appointments and surgeries, coordinating care pathways and managing waiting lists.

The role also involves maintaining patient records, responding to queries, handling calls and office tasks to ensure smooth service delivery. This is a full-time position based in Glasgow with 40 hours weekly and a salary of £27,040–£27,560.

Qualifications

• Experience in handling patient inquiries.
• Experience with waiting lists or care pathways is desirable.
• Admin tasks and document management experience.

Responsibilities

• Schedule and manage patient referrals, appointments and surgeries.
• Maintain patient records and liaise with clinical staff to answer queries.
• Serve as first point of contact for patient inquiries via phone and in person.
• Perform general office tasks including calls, referrals, scanning and photocopying.
• Undertake additional duties as directed by the manager.

Skills

Customer service

Communication

Organisational skills

Telephone handling

Job description

Customer Service Advisor

Hours – 40 hours per week

Salary – £27,040 – £27,560

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 2005and are expanding throughout 2026 and beyond.

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.

Benefits

• 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
• Pension scheme

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.