Optical Customer Technical Support Advisor

Zest Business Group Ltd; Milton Keynes; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

End of year bonus

Christmas bonus

HealthShield cashback

Employee assistance program

Group lifestyle cover

Job summary

Zest Optical is recruiting an Optical Customer Technical Support Advisor for its Milton Keynes site. This full-time role combines customer-facing duties with a strong technical focus on lenses, glazing, and production processes.

You’ll work closely with production, customer service, and sales to support independent opticians across the UK. The role suits someone with a glazing lab background or a technically strong Optical Assistant who enjoys lens details and resolving complex queries.

Qualifications

• Background in optical glazing lab or optical manufacturing environment, or experience as Optical Assistant with strong technical and lens knowledge.
• Good practical understanding of spectacle lenses and glazing processes.
• Experience in customer service or technical support within optics.
• Confident using Microsoft Office and customer or order management systems.
• Strong attention to detail and accuracy; clear, professional written and verbal communication.

Responsibilities

• Provide technical support to customers, colleagues, and the sales team.
• Handle complex inquiries relating to lenses, glazing, and production.
• Support the returns process with technical guidance and case resolution.
• Assist customers with e-ordering, remote edging, and tracing services.
• Troubleshoot and provide practical technical solutions related to spectacle lenses and manufacturing processes.
• Receive and process customer orders via phone, email, and online systems.
• Manage orders through production and keep customers informed on progress and delivery times.
• Respond to inquiries regarding products, pricing, availability, promotions, and account queries.

Job description

Optical Customer Technical Support Advisor

Optical Customer Technical Support Advisor - Milton Keynes

Full Time | Basic Salary up to £29,000 + £1,000 End of Year Bonus | Excellent Benefits

Zest Optical are working alongside a premium optical lens manufacturer to recruit an Optical Customer Technical Support Advisor for their Milton Keynes site.

This role is ideal for someone with a glazing or optical lab background, or an experienced Optical Assistant with strong technical knowledge who enjoys working with lenses in detail and solving more complex queries. It's a great opportunity to move into an office-based, customer-facing role while staying firmly within the technical side of optics.

With a full manufacturing and glazing facility on site, you'll be working closely with production, customer service, and sales teams, supporting independent opticians across the UK and applying your practical optical knowledge on a daily basis.

Key Responsibilities

Technical Support

• Provide technical support to customers, Customer Service colleagues, and the Sales Team
• Handle complex enquiries relating to lenses, glazing, and production, ensuring issues are resolved through the correct channels
• Support the customer returns process, offering technical guidance and helping resolve more complex cases
• Assist customers with e-ordering, remote edging, and tracing services
• Troubleshoot and provide practical technical solutions related to spectacle lenses and manufacturing processes

Customer Service

• Receive and process customer orders accurately via phone, email, and online systems
• Manage orders through production and keep customers informed on progress and delivery times
• Respond to enquiries regarding products, pricing, availability, promotions, and account queries
• Handle customer issues and complaints professionally, managing expectations clearly

General Duties

• Work closely with internal teams including production and sales to support customer requirements
• Follow all company and departmental processes and procedures
• Manage workload effectively while maintaining a high level of accuracy and attention to detail
• Continue to build technical product knowledge through structured training

Requirements

• Background in an optical glazing lab or optical manufacturing environment, or an experienced Optical Assistant with strong technical and lens knowledge
• Good practical understanding of spectacle lenses and glazing processes
• Experience in a customer service or technical support role within optics
• Confident using Microsoft Office and customer or order management systems
• Strong attention to detail and accuracy
• Clear, professional written and verbal communication skills
• Personable, confident, and comfortable working with customers and colleagues at all levels

Salary & Benefits

• Basic Salary up to £29,000 depending on experience
• £1,000 end of year bonus
• Additional Christmas bonus
• 20 days holiday rising to 25 with service
• Monday to Friday with 1 in 3 Saturday mornings (09:00 - 12:00, paid as overtime)
• Rotating shifts
• Week 1: 08:30 - 17:00
• Week 2: 09:30 - 18:00
• HealthShield cashback scheme for health checks including dental and optical
• Employee Assistance Programme
• Group Life cover
• Ongoing training and long-term career development opportunities

If you are currently working in an optical lab, glazing environment, or as a technically strong Optical Assistant and are looking for a role that moves you away from the shop floor/lab while keeping you close to the technical side of optics, this could be a strong next step.