Optical Customer Service Advisor

Zest Business Group; Birmingham; Hybrid; GBP 24,000; Full time

Job summary

An established industry player is seeking a dedicated Optical Customer Service Advisor to join their team in Birmingham. This role is perfect for someone with experience in optical services who is passionate about delivering exceptional customer service. You will be responsible for resolving queries, providing technical information, and ensuring departmental KPIs are met. With a hybrid working model after the probation period, this position offers flexibility while maintaining high standards of service. Join a supportive team and enjoy a comprehensive benefits package, including a competitive salary, bonus opportunities, and professional development. Don't miss this chance to enhance your career in a dynamic environment!

Benefits

33 days leave

Parking on site

Quarterly bonus 5-7%

Share save scheme

EAP

Cycle to work scheme

Health cash plan

Qualifications

• Experience as an Optical Assistant or Glazing Technician is essential.
• Strong attention to detail and excellent customer service skills required.

Responsibilities

• Resolve returns queries accurately and ensure customer satisfaction.
• Provide technical information about frames and lenses to clients.

Skills

Attention to detail

Customer service skills

Organizational skills

Multitasking

Rapport building

Job description

A full time Optical Customer Service Advisor is required to work for a lens manufacturer based in Birmingham within their customer service department. The company provides Optical lenses/glazing services to Opticians all across the country.

This is a 12 month fixed term contract.

Optical Assistant - Role

1. To resolve all returns queries in a timely, accurate and consistent manner by ensuring that glasses are analysed accurately and data from company MI systems is used to give the correct information and outcome.
2. To ensure that departmental KPI's are met on a daily/monthly basis.
3. To provide technical information regarding frames and lenses to Opticians.
4. When applicable, to supply advice on the dispensing of glasses in order to resolve queries from practices.
5. To build a rapport with key clients.
6. To deal with inbound calls/queries in a polite and efficient manner - ensuring the customer is left satisfied.
7. To fully interact with the supply chain across the relevant sites.
8. To support the coaching and monitoring process within the returns team and to ensure that calls made to store comply with all the relevant criteria making a 'perfect call'.

Optical Assistant - Requirements

1. Previous experience of working as an Optical Assistant or Glazing Technician.
2. Attention to detail.
3. Organised.
4. Able to build rapport.
5. Good at multitasking.
6. Excellent customer service skills.

Optical Assistant - Package

1. Fixed term contract for 12 months.
2. Working 37.5 hours a week.
3. Hybrid working - 2 days in the office, 3 days from home (after 3 month probation).
4. Working 5 days a week with limited weekend work - 9am to 5pm.
5. Roughly 1 in 4 Saturdays, and 1 in 18 Sundays required with time off in lieu.
6. Salary - £23,400 (£12.00 per hour) - Will increase in April TBC.
7. 33 days leave.
8. Parking on site.
9. Quarterly bonus 5-7%.
10. Share save scheme.
11. EAP.
12. Cycle to work scheme.
13. Health cash plan.

This is an excellent opportunity for an Optical candidate to work within a different environment whilst still ensuring your offer excellent standards of customer service at all times.

To avoid missing out on this role please follow the 'Apply now' link and we will be in touch to arrange a conversation as soon as possible.

Job Info

Job Title: Optical Customer Service Advisor
Company: Zest Business Group
Location: Birmingham, West Midlands
Posted: Mar 21st 2025
Closes: Apr 21st 2025
Sector: Medical, Pharmaceutical & Scientific
Contract: Contract
Hours: Full Time