In-Branch Optical & Customer Care Specialist

Duncan & Todd Group; Aberdeen City; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

29 days annual leave (FT)

Staff discount on spectacles/lenses

High Street Vouchers

Employee Assistance Programme

Career progression opportunities

Job summary

Duncan & Todd Opticians & Hearing Care in Westhill, Aberdeen, is hiring a Customer Care Assistant for a full-time, permanent role. You’ll be the first contact for patients, delivering outstanding care and guiding them through frame and lens choices.

A multi-skilled position includes administration, appointments, stock, and patient records management. You’ll work in a busy branch, supporting the Optometrist and ensuring a smooth patient journey while adhering to GDPR and NHS guidelines and

Qualifications

• Experience in a customer-facing role is essential; optical experience is advantageous but full training is provided.
• Experience in a fast-paced and dynamic working environment.
• Excellent interpersonal and customer service skills.
• Strong written and verbal communication abilities.
• Customer service focus with a professional approach.
• Able to prioritise tasks and manage deadlines.

Responsibilities

• Participate in the handover process with Optometrist and patient to capture prescription details.
• Advise patients on frame and lens selections based on prescription, needs and lifestyle.
• Take accurate measurements for lens selection and fittings.
• Conduct fittings and adjustments of spectacles with patients on collection.
• Perform repairs on frames to ensure safety and fit.
• Demonstrate how to insert and remove contact lenses to patients.
• Handle patient queries via phone, email or in person and direct to appropriate staff.
• Manage branch appointment diary considering patient requests and staff availability.
• Follow GDPR and NHS guidelines.
• Process invoices and assist with stock control and deliveries.

Skills

Interpersonal skills

Customer service

Communication (verbal)

Written communication

Problem solving

Prioritisation

Fast-paced environment

Optical environment experience

Job description

Duncan & Todd Opticians & Hearing Care in Westhill, Aberdeen, is hiring a Customer Care Assistant for a full-time, permanent role. You’ll be the first contact for patients, delivering outstanding care and guiding them through frame and lens choices.

A multi-skilled position includes administration, appointments, stock, and patient records management. You’ll work in a busy branch, supporting the Optometrist and ensuring a smooth patient journey while adhering to GDPR and NHS guidelines and