Optical Assistant & Customer Care Specialist

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

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.