Customer Service Centre Representative

ESSILORLUXOTTICA GROUP; United Kingdom; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A global eyewear company is seeking a customer service centre representative to provide effective telephone interactions and resolve customer complaints. The ideal candidate will have strong communication and problem-solving skills with previous customer service experience. This hybrid role offers a supportive work environment and comprehensive benefits including health cover and discounted eyewear products.

Benefits

Company-funded Healthshield

Performance-related bonuses

Free and discounted products

Enhanced annual leave

Qualifications

• Previous experience in a customer service environment.
• Excellent telephone manner and communication skills.
• Strong problem-solving skills and initiative.

Responsibilities

• Provide customers with solutions during interactions.
• Process orders, POS and credits accurately.
• Create and manage Salesforce cases.

Skills

Communication skills

Problem-solving skills

Attention to detail

Organizational skills

Data entry skills

Education

General education qualifications including Maths and English

Tools

Salesforce

SAP

Microsoft Office

Job description

WHO WE ARE

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high‑quality vision care products such as Essilor (Varilux, Crizal, Eyezen, Stellest, Transitions) and iconic brands that consumers love (Ray‑Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear, Costa). We also provide a network that offers consumers high‑quality vision care and best‑in‑class shopping experiences through Sunglass Hut, LensCrafters, Salmoiraghi & Viganò, the GrandVision network, and leading e‑commerce platforms.

Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eye‑care industry.

Your role

We are looking for a customer service centre representative who will provide customers with an effective and easy‑to‑use telephone call‑center service that offers solutions, support and information at the time of interaction. The goal is to empower you to add value to our customers’ experience and exceed their expectations. The role is based in our Thornbury centre and focuses on resolving customer complaints during peak seasons and operational issues.

Main responsibilities

• Provide customers with a variety of solutions, support and information during interactions, covering order chase, order place, order queries, stock issues, technical, EDI queries, deliveries, pricing and promotion.
• Expedite urgent customer orders.
• Accurately and precisely enter/process orders, POS and credits the same day, applying knowledge of products.
• Create quality Salesforce cases and contacts, avoid duplication, send to the correct team, close cases, and make follow‑up calls timely, in line with the Customer complaints procedure.
• Work cross‑functionally and across sites to obtain information and keep the business updated.
• Escalate issues to Team Manager and Business Development Managers (BDMs) as appropriate.
• Contribute to an improvement culture that continually enhances our service to customers.
• Maintain compliance with company policies, Health & Safety guidelines, and environmental responsibilities.
• Participate in continuous training opportunities, e.g., Leonardo, new products.
• Act as a role model, holding yourself and others accountable to the company’s principles and values.

Main requirements

• Previous experience in a customer service environment, demonstrating passion and tenacity to deliver first‑class service.
• Excellent telephone manner and communication skills – confident, calm, and clear.
• Strong problem‑solving skills and the ability to use initiative or effectively escale queries.
• Capable of working under own supervision while being a strong team player.
• Consistently high standards, meticulous attention to detail, and good organisational skills.
• Excellent PC, data entry and administration skills.

Preferable

• Demonstrable experience with SAP, AS400, Annapurna or similar platforms.
• Proven experience using a CRM system such as Salesforce.
• Good working knowledge of Microsoft Office applications.
• General education qualifications including Maths and English.
• Background with optical products.

What’s in it for you

• Company‑funded Healthshield, our healthcare cashback programme.
• Performance‑related bonuses and opportunities to become a shareholder.
• Free and discounted EssilorLuxottica products, including frames and lenses.
• Hybrid working, with up to 40% of your time spent at home.
• Enhanced annual leave, sickness leave, and more.

Recruiting process

The recruitment process may vary; if you are selected, recruiters will contact you to guide you through the specific steps for your application.