Optical Customer Care Specialist

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

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.