Optical Assistant - Aberdeen

Duncan & Todd Group; Aberdeen City; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Staff discount

29 days annual leave

Employee assistance programme

Discount platform benefits

Job summary

Duncan & Todd Opticians & Hearing Care in Aberdeen Hub is hiring a Mobile Customer Care Assistant on a full-time permanent basis. This role supports patients across branches, handling appointments, product guidance, and basic repairs while ensuring high-quality service in a busy optical environment.

The successful candidate will manage calls, emails, and in-person inquiries, coordinate the diary, and assist with stock and paperwork. Training is provided to develop multi-skilled capabilities.

Qualifications

• Experience in optical environment would be advantageous but training provided.
• Experience in fast-paced, dynamic environment.
• Exceptional interpersonal and customer service skills.
• Excellent verbal and written communication.
• Customer Service.
• Written and Verbal Communication.
• Problem Solving.
• Prioritisation and deadline management.

Responsibilities

• Participate in 3-Way Customer Handover with Optometrist and patient to gather prescription details.
• Advise patients on frame and lens selections based on prescription, needs and lifestyle.
• Take accurate measurements for lens selection.
• Conduct fittings and adjustments of spectacles at collection.
• Complete repairs on patient frames to ensure fit.
• Demonstrate how to insert/remove contact lenses.
• Handle patient queries via telephone, email or in person.
• Manage and utilise branch appointment diary considering patient requests and staff availability.
• Work in accordance with GDPR and NHS guidelines.
• Process branch invoices.
• Assist with stock control and ordering of supplies.
• Process deliveries and collections of stock.
• Maintain patient records, NHS paperwork and databases.
• Maintain a clean, presentable branch environment.
• Perform other ad hoc duties as required.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Problem solving

Organisation

Attention to detail

Job description

We are currently recruiting for a Mobile Customer Care Assistant to join our Duncan & Todd Opticians & Hearing Care branches in our Aberdeen Hub on a Full Time, Permanent basis working 5 days between Monday to Saturday. The successful candidate should be able to cover areas such as: Aberdeen City Centre, Mannofield, Dyce, Banchory, Stonehaven, and Westhill.

Our Customer Care Assistants are the first point of contact for the patients and customers in our busy branches. They are key members of a patient’s journey by delivering outstanding care and providing an excellent level of service. This is a multi-skilled position that will provide the successful candidate an opportunity to learn and take on various tasks and responsibilities.

Key Responsibilities

• Participate in 3-Way Customer Handover process with the Optometrist and patient to gather information on the patient’s prescription and the Optometrist’s recommendations.
• Advise patients on relevant frame and lens selections in reference to their prescription, needs and lifestyle, ensuring the patient understands why these recommendations are relevant to them as an individual.
• Take accurate measurements required for the lens selection.
• Conducting fittings and adjustments of spectacles with the patient upon collection.
• Completing any repairs on patient’s frames ensuring these are fit for purpose for the patient.
• Giving patients demonstrations on how to insert and remove contact lenses.
• Handling all patient queries coming into the branch via telephone, email or in person. Assisting where possible or directing inquiries to the most appropriate staff member.
• Managing and utilising the branch appointment diary giving consideration to patient appointment requests and staff availability.
• Working in accordance with GDPR and NHS guidelines.
• Processing any invoices that come into the branch.
• Assist with stock control and ordering of supplies.
• Processing deliveries and collections of stock.
• Administration and maintenance of patient records, databases and NHS paperwork.
• General housekeeping duties to ensure the branch is clean, tidy and presentable at all times.
• Other ad hoc duties as and when required.

This list is non-exhaustive, and the role holder may be required to undertake additional duties that are not specifically listed above.

Candidate Profile

Required Skills and Knowledge

• Experience within an optical environment would be advantage but full training would be provided.
• Experience within a fast-paced and dynamic working environment.
• Exceptional interpersonal and customer service skills.
• Excellent verbal and written communication.
• Customer Service.
• Written and Verbal Communication.
• Problem Solving.
• Prioritisation and Deadline Management.

Required Work Experience

• Experience within a customer facing role – ideally in an optical environment.

As a company, the D&T Group offer:

• 29 days annual leave (full time equivalent) inclusive of public holidays.
• Staff Discount including; 2 x 100% off discount vouchers for spectacles, sunglasses or annual supply of contact lenses per calendar year + generous discount for family and friends.
• High Street Vouchers: Discounts for high street shops, supermarkets, restaurants and cinemas through our partner discount platform.
• Employee Assistance Programme: Comprehensive support for all employees from our partners, Care First.
• The opportunity to work for a company that cares.
• Career progression opportunities and further training.