Operations Lead - Optical

ASDA; Leeds; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading UK retailer is seeking a team member to support operations across their Optical business in Leeds. You will coordinate communication with stores, manage complaints, and ensure compliance with NHS standards. The role involves preparing reports for key meetings, managing operational procedures, and supporting the execution of NHS visits. This position offers a competitive salary and an excellent benefits package, including a hybrid work model and company pension.

Benefits

Discretionary company bonus

Company pension up to 7% matched

15% colleague discount

Free access to wellbeing services

Support for parental leave policies

Qualifications

• Strong communication skills are essential for stakeholder engagement.
• Experience in managing complaints and coordination of investigations.
• Ability to compile reports and statistical data for compliance.

Responsibilities

• Manage communication with stores and stakeholders.
• Triaging complaints and coordinating investigations.
• Compile reports for category compliance meetings.
• Manage Optical SOPs and NHS contract matters.
• Ensure smooth execution of NHS visits.
• Support Optical strategy delivery in stores.

Skills

Communication with stakeholders

Management and triaging of complaints

Statistical compilation

NHS standards compliance

User acceptance testing (UAT)

Job description

Job Title

Location

Asda House

Employment Type

Full time

Contract Type

Permanent

Hours Per Week

37.5

Salary

Competitive salary plus benefits.

Category

Corporate Store Operations

Closing Date

26 January 2026

This role is pivotal in supporting Optical team to deliver operational excellence across the Optical business and in our Optical Departments. An integral part of the team, ensuring first class execution of all planned and reactive activity working closely with key stakeholders in the Healthcare team, field team and across the wider business.

• Manage the Professional Services inbox and Optical Enhanced Inbox; our communication method with stores, field team and internal and external stakeholders ensuring timely responses and escalations
• Management of complaint triaging and coordination of investigations, assessing level of investigation needed and moving to the correct Professional Services Manager as required
• Compile statistics and reporting pack in readiness for category compliance meetings in support of the Lead Professional Services Manager
• Accountable for the maintenance and regular review cycle of Optical Standard Operating Procedures (SOP) engaging with the relevant SME to ensure seamless execution.
• Accountable for NHS mandatory and standard contract matters across each nation.
• Preparation of field team and store teams for all NHS visits: ensuring smooth execution and mitigation of risk.
• Optimise delivery of our Optical services strategy in stores. Supporting the Optical Systems and Services Manager in delivery; tasks to include drafting of briefing packs, validations and accreditations.
• Accountable for user acceptance testing (UAT) process for all new version upgrades in our PMS and optical website. Prepare for System and Services Manager driving further efficiencies in store and online.
• Validate and verify all catalogue changes, including price, product and availability updates in store and online. Work alongside both Optical Systems and Services Manager and the Optical Commercial team.
• Provide timely administrative and communications support for our Professional Development Manager including co‑ordinating recruitment cycle for students, onboarding of student professionals onto their new courses; including arranging of webinars and ensuring appropriate equipment is in place
• Manage the administration of CPD delivery, and all short optometry placement within stores working with Professional Development Manager.
• Responsible for the drafting, coordinating and publishing of store facing communications; including briefing documents and newsflash support implementation and execution of all commercial and operational activity

Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You will also get an excellent benefits package including:

• Discretionary company bonus
• Company pension up to 7% matched
• 15% colleague discount in store and online
• Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.
• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves