Optical Assistant - Gorgie

Duncan and Todd Opticians; City of Edinburgh; Hybrid; GBP 19,000 - 23,000; Full time

Benefits offered by this job

29 days annual leave

Staff discount on spectacles/lenses

High street vouchers

Employee assistance programme

Career progression opportunities

Job summary

Duncan & Todd Opticians in Edinburgh is seeking a Customer Care Assistant to join our busy branch on a full-time, permanent basis. You will be the first point of contact for patients and customers, delivering outstanding care and guiding them through frame selections, lens options, and NHS paperwork where needed.

We value exceptional interpersonal skills and a proactive approach in a fast-paced optical environment.

Qualifications

• Experience in a customer-facing role is preferred, but full training will be provided.
• Experience in a fast-paced, dynamic environment.
• Exceptional interpersonal and customer service skills.
• Excellent verbal and written communication.
• Knowledge of GDPR and NHS guidelines is desirable.

Responsibilities

• Participate in 3-Way Customer Handover with the Optometrist and patient to gather prescription details.
• Advise patients on frame and lens options in reference to their prescription and lifestyle.
• Take accurate measurements required for lens selection.
• Conduct fittings and adjustments of spectacles with the patient on collection.
• Process invoices and assist with stock control and ordering of supplies.
• Manage branch appointment diary and handle patient queries via phone, email or in person.
• Ensure compliance with GDPR and NHS guidelines.

Skills

Customer service

Interpersonal skills

Communication

Problem solving

Prioritisation

Optical experience

Job description

We are currently recruiting for a Customer Care Assistant to join our Duncan & Todd Opticians & Hearing Care branch in Gorgie, Edinburgh 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.