Optical Customer Care & Fitting Specialist

Duncan and Todd Opticians; Aberdeen City; Hybrid; GBP 18,000 - 22,000; Full time

Benefits offered by this job

29 days annual leave

Staff discount

High street vouchers

Employee Assistance Programme

Career progression opportunities

Job summary

Duncan & Todd Opticians is recruiting a Customer Care Assistant for our Westhill, Aberdeen branch. This full-time, permanent role involves busy patient interaction and supporting the optometry team.

You will handle appointments, guide frame and lens choices, take measurements, and assist with repairs and contact lens demonstrations. Training is provided and a strong customer service ethos is essential.

Qualifications

• 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.

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.
• 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.

Skills

Interpersonal skills

Customer service

Verbal communication

Written communication

Problem solving

Prioritisation

Time management

Job description

Duncan & Todd Opticians is recruiting a Customer Care Assistant for our Westhill, Aberdeen branch. This full-time, permanent role involves busy patient interaction and supporting the optometry team.

You will handle appointments, guide frame and lens choices, take measurements, and assist with repairs and contact lens demonstrations. Training is provided and a strong customer service ethos is essential.