Office Manager

Specsavers; Sunderland; On-site; GBP 26,000 - 35,000; Full time

Benefits offered by this job

Salary

Full-time work

28 days leave

Birthday day off

Pension scheme

Specsavers Perks

WeCare

Headspace

Eyecare discounts

Family leave

Job summary

Specsavers in Sunderland is seeking a passionate retail optics supervisor to lead our Home Visits team. You'll coach staff, drive customer service, and ensure efficient clinic operations while maintaining high NHS/GOS standards.

You'll manage scheduling, recruitment support, and direct collaboration with Directors to identify improvements. A proven optics leadership background and strong KPI focus are essential for success.

Qualifications

• Proven leadership experience with the ability to motivate and inspire a team.
• Current or recent experience within Optics at Supervisor or Assistant Manager level - essential for this role.
• Strong organisational and problem-solving skills.
• Commercial awareness with experience working to KPIs.
• In-depth understanding of NHS sight test eligibility and the Domiciliary supplementary fee.

Responsibilities

• Lead by example, delivering a world-class customer experience
• Inspire, coach and develop the team to achieve their best
• Drive the business KPIs and ensure strong financial controls
• Oversee NHS GOS claims, fees and vouchers processing
• Manage clinic diaries, routes and scheduling to maximise efficiency
• Support recruitment, onboarding, and training of team members
• Build relationships with Care Homes and support business growth
• Work with Directors on improvements and growth opportunities
• Oversee call centre operations and customer communications
• Handle customer queries and complaints professionally

Skills

Leadership

Team coaching

KPIs

NHS/GOS knowledge

Customer service

Optics experience

Job description

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.

WhatYou'llBe 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?

As well as all the support you need and great training and development opportunities, we have a whole load of benefits on offer for you to enjoy. These include:

• 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 tothe Headspace app
• Eyecareand 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.

Ready to Apply?

If you’re a passionate leader, with optical experience, who thrives on delivering excellent service and driving business success, we’d love to hear from you.