Optical Assistant - Dunfermline

Duncan & Todd Group; Dunfermline; Hybrid; GBP 20,000 - 26,000; Full time

Benefits offered by this job

29 days annual leave

Staff discount

High Street vouchers

Employee Assistance Programme

Career progression opportunities

Job summary

Duncan & Todd Opticians & Hearing Care in Dunfermline is seeking a Customer Care Assistant on a full-time, permanent basis. Join our busy branch and be the first point of contact for patients, delivering outstanding care and a high level of service.

The role covers a variety of tasks across reception, appointments, stock, and patient records. You will work 5 days a week (Mon–Sat), with training provided to ensure you can confidently advise on frames and lenses, take measurements, and support NHS

Qualifications

• Experience in a customer-facing role is desirable.
• Excellent interpersonal and customer service skills are essential.
• Clear verbal and written communication abilities required.
• Ability to prioritise tasks and manage deadlines.
• Experience in an optical environment is advantageous but full training provided.

Responsibilities

• Greet patients and customers and gather information for appointments.
• Advise on frame and lens selections based on prescription and lifestyle.
• Take accurate measurements for lens choices.
• Assist with fittings, adjustments and repairs of spectacles.
• Demonstrate contact lens handling to patients.
• Manage branch diary and handle telephone/email inquiries.
• Process invoices and support stock control and deliveries.
• Maintain patient records and NHS paperwork and ensure GDPR compliance.

Skills

Interpersonal skills

Customer service

Verbal communication

Written communication

Problem solving

Prioritisation

Deadline management

Job description

We are currently recruiting for a Customer Care Assistant to join our Duncan & Todd Opticians & Hearing Care branch in Dunfermline on a Full Time, Permanent basis working 5 days between Monday to Saturday.

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.