Optical Assistant - Mobile - Ayrshire

Duncan & Todd Group; Scotland; Remote; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Staff discount

29 days leave (FT)

High Street vouchers

Employee assistance programme

Career progression opportunities

Job summary

Duncan & Todd Group is recruiting a Mobile Customer Care Assistant to join our Ayr, Saltcoats and Troon branches on a full-time basis. You will be the first point of contact for patients and customers, delivering outstanding care and supporting the patient journey with a multi-skilled role across reception, fitting, invoicing, and stock control.

We value exceptional customer service and clear communication.

Qualifications

• Experience in an optical environment would be advantageous and full training will be provided.
• Experience in a fast-paced and dynamic working environment.
• Exceptional interpersonal and customer service skills.
• Excellent verbal and written communication.
• Customer service orientation.
• Written and verbal communication.
• Problem solving and prioritisation.

Responsibilities

• Participate in the 3-Way Customer Handover with the Optometrist and patient to gather prescription information.
• Advise patients on frame and lens choices based on prescription, needs and lifestyle.
• Take accurate measurements for lens selection.
• Perform fittings and adjustments of spectacles at collection.
• Complete repairs on frames to ensure safety and fit.
• Demonstrate contact lens insertion/removal to patients.
• Handle patient queries via phone, email or in person and route as needed.
• Manage branch appointment diary considering patient requests and staff availability.
• Work in line with GDPR and NHS guidelines.
• Process invoices and assist with stock control and orders.
• Handle deliveries/collections of stock and maintain NHS paperwork.
• Maintain tidy branch and assist with ad hoc duties.
• Non-exhaustive – may undertake additional duties as required.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Problem solving

Prioritisation

Job description

We are currently recruiting for a Mobile Customer Care Assistant to join our Duncan & Todd Opticians & Hearing Care branches in our Ayr, Saltcoats and Troon Branches on a Full Time 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.