Membership Services Associate

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

Job Title: Membership Services Associate

Location: Glasgow City Centre – Office Based

Hours: Full Time, 40 hours per week

Join the Optical Express Membership Services Team

For over 35 years, Optical Express has been a trusted name in eye care, transforming the lives of millions across the UK and Europe. We are the number one provider of laser eye, premium intraocular lens, and cataract surgery in Europe. Now, we are looking for a dedicated Membership Services Associate to join our growing team in Glasgow City Centre.

In this role, you’ll provide vital support to patients on our Contact Lens Membership Scheme, helping them manage their Direct Debit accounts, resolve account issues, and ensure continuous service without disruption. This is a key customer support and account coordination role, ideal for individuals with a background in customer care, credit control, debt collection, product logistics, or retentions.

Key Responsibilities:

• Account Support & Problem Resolution: Handle inbound and outbound contact with patients regarding failed payments, account queries, and service continuity.
• Retention-Focused Service: Use empathy and strong communication skills to support patients through account issues, promoting the value of continued membership.
• Administrative Accuracy: Update account information, record payment attempts, and liaise with internal teams to coordinate contact lens dispatches.
• Compliance & Escalation: Ensure all actions comply with company policies and industry regulations. Escalate complex queries where appropriate.
• Customer Experience: Deliver a consistent and high-quality service experience that promotes trust and loyalty.

Skills & Experience:

• Previous experience in a customer service, debt collection, retentions, logistics, or healthcare account support role is desirable.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities with a calm, reassuring manner.
• Ability to manage time effectively and prioritise workload in a fast-paced environment.
• Good IT skills and familiarity with CRM systems or customer databases.
• Experience in managing sensitive or confidential information with professionalism and discretion.

What’s in it for you?

• State of the art, modern working environments
• 33 days annual leave
• Free Laser Eye Surgery and Intraocular Lens Surgery
• Free eye tests
• Discounted prescription eye wear and sunglasses
• Generous Optical Express friends and family discount scheme
• Full training on refractive treatments and patient handling
• Clear progression routes for top performers

If you’re passionate about customer care, enjoy solving problems, and thrive in a team-focused environment, then we’d love to hear from you.

Optical Express is an equal opportunities employer.