Optical Assistant - Mobile - Tayside

Duncan & Todd Group; Arbroath, Montrose, Forfar; Remote; GBP 12,000 - 15,000; Full time

Benefits offered by this job

29 days annual leave (FT)

Staff discount on spectacles and lens

High Street vouchers

Employee Assistance Programme

Career progression and training

Job summary

Duncan & Todd Group is seeking a Mobile Customer Care Assistant for our Tayside hub, covering Arbroath, Montrose and Forfar. This full-time role involves 5 days spread over Monday to Saturday in our busy optician and hearing care branches, delivering high-quality customer service and support to patients.

You will assist with frame selection, measurements, fittings, and stock duties, while maintaining GDPR and NHS guidelines in a dynamic, patient-focused environment across multiple sites.

Qualifications

• Experience within an optical environment would be advantageous, with full training provided.
• Experience within a fast-paced and dynamic working environment.
• Exceptional interpersonal and customer service skills.
• Excellent verbal and written communication.
• Customer service experience.
• Written and verbal communication.
• Problem solving.
• Prioritisation and deadline management.

Responsibilities

• Participate in 3-Way Customer Handover with the Optometrist and patient to gather prescription information.
• 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 with patients at collection.
• Repair patient frames to ensure safety and suitability.
• Demonstrate how to insert and remove contact lenses to patients.
• Handle patient queries via phone, email or in person and direct to appropriate staff.

Skills

Interpersonal skills

Customer service

Verbal communication

Written communication

Problem solving

Prioritisation

Deadline management

Optical environment experience

Fast-paced environment

Job description

We are currently recruiting for a Mobile Customer Care Assistant to join our Duncan & Todd Opticians & Hearing Care branches in our Tayside hub on a Full Time basis working 5 days between Monday to Saturday. The successful candidate should be able to cover the locations: Arbroath, Montrose and Forfar.

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.