Optical Assistant - Westhill, Aberdeen

Duncan & Todd Group; Aberdeen City; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

29 days annual leave (FT)

Staff discount on spectacles/lenses

High Street Vouchers

Employee Assistance Programme

Career progression opportunities

Job summary

Duncan & Todd Opticians & Hearing Care in Westhill, Aberdeen, is hiring a Customer Care Assistant for a full-time, permanent role. You’ll be the first contact for patients, delivering outstanding care and guiding them through frame and lens choices.

A multi-skilled position includes administration, appointments, stock, and patient records management. You’ll work in a busy branch, supporting the Optometrist and ensuring a smooth patient journey while adhering to GDPR and NHS guidelines and

Qualifications

• Experience in a customer-facing role is essential; optical experience is advantageous but full training is provided.
• Experience in a fast-paced and dynamic working environment.
• Excellent interpersonal and customer service skills.
• Strong written and verbal communication abilities.
• Customer service focus with a professional approach.
• Able to prioritise tasks and manage deadlines.

Responsibilities

• Participate in the handover process with Optometrist and patient to capture prescription details.
• Advise patients on frame and lens selections based on prescription, needs and lifestyle.
• Take accurate measurements for lens selection and fittings.
• Conduct fittings and adjustments of spectacles with patients on collection.
• Perform repairs on frames to ensure safety and fit.
• Demonstrate how to insert and remove contact lenses to patients.
• Handle patient queries via phone, email or in person and direct to appropriate staff.
• Manage branch appointment diary considering patient requests and staff availability.
• Follow GDPR and NHS guidelines.
• Process invoices and assist with stock control and deliveries.

Skills

Interpersonal skills

Customer service

Communication (verbal)

Written communication

Problem solving

Prioritisation

Fast-paced environment

Optical environment experience

Job description

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