Office Manager

Specsavers; Seahouses; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Bonus

Pension scheme

Specsavers Perks

WeCare

Headspace app

Eyecare discounts

Enhanced family leave

Company sick pay

Job summary

Specsavers is seeking an Office Manager to support our directors in running a successful Home Visits business in Sunderland, SR5. You will lead by example to deliver a world-class customer experience and coach the team to achieve their best.

You will use KPIs to drive performance, manage NHS GOS claims and ensure regulatory compliance, while building strong relationships with care homes and coordinating scheduling and operations. Full-time role with occasional Saturdays.

Qualifications

• Proven leadership experience to motivate and inspire a team.
• Current or recent Optics experience at Supervisor or Assistant Manager level.
• Strong organisational and problem-solving skills.
• Commercial awareness with KPI experience.
• Understanding NHS sight test eligibility and the Domiciliary fee explanation.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead by example, delivering a world-class customer experience.
• Inspire and develop the team to achieve their best.
• Drive KPIs and performance improvements.
• Support recruitment, onboarding and training.
• Conduct regular 1-2-1s, reviews and team meetings.
• Work with Directors on improvements and growth.
• Ensure strong financial controls including bad debt.
• Oversee NHS GOS claims, fees and vouchers processing.
• Manage clinic diaries, routes and scheduling.
• Oversee call centre operations and customer communication.
• Handle customer queries and complaints professionally.
• Maintain Health & Safety and regulatory standards.
• Build relationships with Care Homes and support growth.
• Support local marketing and community outreach.
• Oversee stock management and general administration.
• Assist Directors with ad-hoc tasks.

Skills

Leadership

Team motivation

KPI awareness

NHS sight test eligibility

Customer service

Communication

Job description

Do you have current or previous experience within Optics at Supervisor or Assistant Manager level and are looking for the next step in your career? If so, our Office Manager role could be just what you're looking for! At Specsavers, we’re passionate about delivering outstanding care to our customers and creating a workplace where our people can thrive. We’re looking for an Office Manager to support our directors in running a successful, customer-focused Home Visits business. As our Office Manager, you’ll play a key role in the day-to-day running of the business - helping the team to deliver exceptional service while driving performance and commercial success. You’ll set the standard for a customer-first mindset, empowering the team to make the right decisions for every individual. Through coaching, leadership, and development, you’ll help the team reach their full potential while ensuring every customer receives a personalised and welcoming experience. You’ll also use KPIs and business insights to improve efficiency, reduce costs, and maximise profitability - supporting the continued growth of the Home Visits business.

Our business

Our Home Visits office is based in Sunderland, SR5.

Our team

We have a wonderful team of dedicated people ready and waiting for you to meet.

What You’ll Be Doing

• Lead by example, delivering a world-class customer experience
• Inspire, coach and develop the team to achieve their best
• Foster a culture of continuous improvement
• Drive the business key performance indicators (KPIs)
• Support recruitment, onboarding, and ongoing training of team members
• Conduct regular 1-2-1s, performance reviews, and team meetings
• Work closely with Directors to identify business improvements and growth opportunities
• Ensure strong financial controls, including management of bad debt
• Oversee accurate and compliant administration of NHS GOS claims, fees and vouchers, ensuring timely processing and adherence to regulatory standards
• Manage clinic diaries, routes and scheduling to maximise efficiency
• Oversee call centre operations and ensure excellent customer communication
• Handle customer queries and complaints professionally and efficiently
• Maintain compliance with Health & Safety and regulatory standards
• Build and maintain relationships with Care Homes and support business growth
• Support local marketing and community outreach activity
• Oversee stock management, reporting, and general administration
• Support the Directors with ad-hoc tasks and projects as required

What We’re Looking For

• Proven leadership experience with the ability to motivate and inspire a team
• Current or recent experience within Optics at Supervisor or Assistant Manager level - this is essential for this role
• Strong organisational and problem-solving skills
• Commercial awareness with experience working to KPIs
• Have an in depth understanding of and be able to explain NHS sight test eligibility and the Domiciliary supplementary fee to customers and their family/care givers
• Excellent communication and customer service skills
• Ability to manage multiple priorities in a fast-paced environment
• Confidence in handling customer queries, complaints, and sensitive situations
• A proactive mindset with a passion for continuous improvement

What’s on offer?

• Salary: £30,000 per annum + bonus
• Full-time: Monday to Friday 9am-5.30pm (there may be a requirement to work occasional Saturdays)
• 28 days leave (includes bank holidays)
• Enjoy an additional paid day off on your birthday to celebrate you!
• We will auto-enroll you into the pension scheme with an employer contribution when you contribute too
• Specsavers Perks - a portal to a world of great everyday discounts and savings
• WeCare - our employee support service to help you and your immediate family when you need it most
• Complimentary subscription to the Headspace app
• Eyecare and hearcare discounts for you and your family
• Enhanced family leave and company sick pay

Why Join Specsavers?

At Specsavers, we invest in our people. You’ll receive ongoing training and development to strengthen your leadership skills and support your career progression. You’ll be part of a supportive team where your contribution truly matters - helping to create a positive, welcoming environment for both colleagues and customers.