Optics Customer Care Assistant - 29 Days Leave & Discount

Duncan & Todd Group; City of Edinburgh; Hybrid; GBP 21,000 - 25,000; 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 & Hearing Care in Edinburgh are recruiting a Mobile Customer Care Assistant for a full-time, permanent position across multiple local areas. The role involves supporting patients, advising on frames and lenses, and processing orders while ensuring GDPR and NHS compliance.

You will handle inquiries via phone, email or in person, maintain records, assist with stock control, and help with daily branch operations.

Qualifications

• Experience in an optical environment would be advantageous; full training provided.
• Experience in a fast-paced and 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 information on prescriptions and recommendations.
• Advise patients on frame and lens selections based on prescription, needs and lifestyle.
• Take accurate measurements required for lens selection.
• Conduct fittings and adjustments of spectacles with the patient upon collection.
• Process any repairs on patient frames to ensure safety and fit.
• Demonstrate to patients how to insert and remove contact lenses.
• Handle patient queries via telephone, email or in person and direct to appropriate staff.
• Manage and utilise the branch appointment diary considering patient requests and staff availability.
• Operate in line with GDPR and NHS guidelines.
• Process invoices that come into the branch.
• Assist with stock control and ordering of supplies.
• Process deliveries and collections of stock.
• Maintain patient records, databases and NHS paperwork.
• Maintain a clean, tidy and presentable branch environment.
• Undertake other ad hoc duties as required.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Problem solving

Prioritisation

Deadline management

Adaptability

Job description

Duncan & Todd Opticians & Hearing Care in Edinburgh are recruiting a Mobile Customer Care Assistant for a full-time, permanent position across multiple local areas. The role involves supporting patients, advising on frames and lenses, and processing orders while ensuring GDPR and NHS compliance.

You will handle inquiries via phone, email or in person, maintain records, assist with stock control, and help with daily branch operations.