Membership Care & Retention Specialist (Glasgow)

Optical Express; Glasgow; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

33 days leave

Free Laser Eye Surgery

Free eye tests

Discounted eyewear

Friends and family discount

Full training

Career progression

Job summary

Optical Express in Glasgow City Centre is seeking a Membership Services Associate to support patients on our Direct Debit accounts and ensure service continuity. You will handle inbound/outbound contact, resolve account issues, and coordinate lens dispatches in a fast-paced environment.

The role emphasizes empathy, clear communication, and discretion when handling confidential information. You’ll receive full training, 33 days annual leave, and access to our employee benefits including free eye

Qualifications

• Experience in customer service or related roles is desirable.
• Excellent verbal and written communication skills.
• Ability to manage time in a fast-paced environment with discretion.

Responsibilities

• Handle inbound and outbound contact with patients regarding account issues and payments.
• Support patients through account problems and promote continued membership.
• Update account information and liaise with internal teams to coordinate dispatches.
• Escalate complex queries per policy and maintain high service standards.
• Deliver a consistent, high-quality customer experience.

Skills

Customer service

Debt collection

Retentions

Logistics

Healthcare account support

CRM systems

Tools

CRM systems

Job description

Optical Express in Glasgow City Centre is seeking a Membership Services Associate to support patients on our Direct Debit accounts and ensure service continuity. You will handle inbound/outbound contact, resolve account issues, and coordinate lens dispatches in a fast-paced environment.

The role emphasizes empathy, clear communication, and discretion when handling confidential information. You’ll receive full training, 33 days annual leave, and access to our employee benefits including free eye