Membership Services Associate Optical Express

Optical Express Group; Glasgow; Hybrid; GBP 32,000 - 33,000; Full time

Benefits offered by this job

33 days annual leave

Free Laser Eye Surgery

Free eye tests

Discounted prescription eyewear

Pension scheme

Staff training and progression

Job summary

Optical Express is seeking a Membership Services Associate to join our Glasgow City Centre team. This full-time, 40-hour office-based role supports patients on the Direct Debit membership scheme, handles account issues and ensures uninterrupted service.

You will work with contact lens membership operations and liaise with internal teams to coordinate dispatches, focusing on retaining members through empathetic communication.

Qualifications

• Experience in customer service, debt collection, or retentions is desirable.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities in a fast-paced environment.
• Ability to prioritise workload and manage time effectively.
• Good IT skills and familiarity with CRM systems.

Responsibilities

• Handle inbound and outbound contact with patients regarding payments and account queries.
• Support retention by communicating the value of continued membership.
• Update account information and coordinate lens dispatches with internal teams.
• Ensure actions comply with policies and escalate complex queries appropriately.
• Deliver a high-quality, trusted customer experience.

Skills

Customer service

Debt collection

Retentions

Logistics

Healthcare accounts

Communication

Problem-solving

Time management

Discretion

Tools

CRM software

Job description

Job Title: Membership Services Associate
Location: Glasgow City Centre – Office Based
Hours: Full Time, 40 hours per week
Salary:£27,040 – £27,560

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
• Pension scheme

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.