Optical Care Specialist - Customer Experience

Duncan & Todd Group; City of Edinburgh; Hybrid; GBP 19,000 - 23,000; Full time

Benefits offered by this job

29 days annual leave

Staff discount

High street vouchers

Employee assistance programme

Job summary

Duncan & Todd Group is recruiting a Customer Care Assistant for our Queens Street, Edinburgh branch. The role is full-time and permanent, serving patients and customers with outstanding care.

You will support the patient journey by guiding frame and lens selections, taking measurements, and handling inquiries. Training is provided, with opportunities to learn across multi-skilled tasks in a busy optical environment.

Qualifications

• Experience in an optical environment is preferred; full training provided.
• Experience in a fast-paced, dynamic working environment.
• Exceptional interpersonal and customer service skills.
• Excellent verbal and written communication.

Responsibilities

• Participate in 3-Way Customer Handover with the Optometrist and patient to gather prescription information and recommendations.
• 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.
• Handle customer queries via branch, phone or email and direct to appropriate staff.
• Manage and utilise the branch appointment diary and staff availability.
• Process invoices and assist with stock control and deliveries.

Skills

Interpersonal skills

Customer service

Verbal communication

Written communication

Problem solving

Prioritisation

Job description

Duncan & Todd Group is recruiting a Customer Care Assistant for our Queens Street, Edinburgh branch. The role is full-time and permanent, serving patients and customers with outstanding care.

You will support the patient journey by guiding frame and lens selections, taking measurements, and handling inquiries. Training is provided, with opportunities to learn across multi-skilled tasks in a busy optical environment.