Optical Customer Service Advisor

Zest Business Group Ltd; Caerphilly; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Zest Optical is recruiting an Optical Customer Service Advisor in Caerphilly for a full-time, office-based role. You will support optical practices, handle product enquiries and orders, and build strong customer relationships. The job offers a clear progression path and potential for hybrid working after probation.

Ideal candidates have optical practice experience, strong admin skills, and a friendly, professional telephone manner. Hours are 9am-5pm, Monday to Friday, with no weekend work.

Qualifications

• Previous experience in an optical practice is essential.
• Good understanding of optical products and daily practice needs.
• Clear written communication and friendly telephone manner.
• Ability to prioritise and stay calm during busy periods.

Responsibilities

• Act as a key contact for optical practices by phone and email.
• Provide advice on products and services using optical knowledge.
• Process customer orders accurately and keep records updated.
• Monitor orders and inform customers of progress.
• Collaborate with production, logistics and dispatch teams to resolve queries.

Skills

Customer service

Telephone manner

Attention to detail

Team player

Education

GCSE Maths & English (C or equivalent)

Tools

Microsoft Office

Computer systems

Job description

Optical Customer Service Advisor - Caerphilly

Salary: Up to £25,565 per year plus quarterly bonus

Hours: Full Time, 37.5 hours per week, Monday to Friday, 9am-5pm

Zest Optical are working with an established optical laboratory in Caerphilly to recruit a full time Optical Customer Service Advisor.

This is an excellent opportunity for an experienced Optical Assistant looking to take their career in a different direction, using their optical knowledge in an office-based customer service role.

You will support optical practices with product enquiries and orders, building relationships with customers and working closely with the laboratory team. With no weekend working and the potential for hybrid working after probation, the role offers an appealing change from practice-based hours.

Optical Customer Service Advisor - Role

• Act as a key point of contact for optical practices by telephone and email
• Use your optical knowledge to provide advice on products and services
• Process customer orders accurately and keep records up to date
• Monitor orders and keep customers informed of progress
• Work closely with production, logistics and dispatch teams to resolve queries and minimise delays
• Handle customer concerns professionally, taking ownership of enquiries through to resolution
• Keep your product knowledge up to date through ongoing training
• Full time, permanent position
• Monday to Friday, 9am-5pm, with no weekends
• Potential for hybrid working following probation

Optical Customer Service Advisor - Requirements

• Previous experience working within an optical practice is essential
• Good understanding of optical products and the day-to-day needs of a practice
• A friendly, professional telephone manner and clear written communication
• Enjoy helping customers and finding practical solutions to queries
• Accurate administration skills and strong attention to detail
• Confident using computer systems and Microsoft Office
• Able to prioritise your workload and remain calm during busy periods
• A reliable team player with a strong work ethic
• GCSE Maths and English at grade C or equivalent

Optical Customer Service Advisor - Salary and Benefits

• Up to £13.11 per hour, equivalent to approximately £25,565 per year
• Quarterly bonus equivalent to 6% annually
• Total annual earnings of approximately £27,098 with the full bonus
• 33 days' annual leave including bank holidays
• Monday to Friday working with no weekends
• Potential for hybrid working after probation