Retention & Membership Services Specialist — Glasgow

Optical Express Group; Glasgow; Hybrid; GBP 32,000 - 33,000; Full time

Benefits offered by this job

33 days annual leave

Free Laser Eye Surgery

Free eye tests

Discounted prescription eyewear

Pension scheme

Staff training and progression

Job summary

Optical Express is seeking a Membership Services Associate to join our Glasgow City Centre team. This full-time, 40-hour office-based role supports patients on the Direct Debit membership scheme, handles account issues and ensures uninterrupted service.

You will work with contact lens membership operations and liaise with internal teams to coordinate dispatches, focusing on retaining members through empathetic communication.

Qualifications

• Experience in customer service, debt collection, or retentions is desirable.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities in a fast-paced environment.
• Ability to prioritise workload and manage time effectively.
• Good IT skills and familiarity with CRM systems.

Responsibilities

• Handle inbound and outbound contact with patients regarding payments and account queries.
• Support retention by communicating the value of continued membership.
• Update account information and coordinate lens dispatches with internal teams.
• Ensure actions comply with policies and escalate complex queries appropriately.
• Deliver a high-quality, trusted customer experience.

Skills

Customer service

Debt collection

Retentions

Logistics

Healthcare accounts

Communication

Problem-solving

Time management

Discretion

Tools

CRM software

Job description

Optical Express is seeking a Membership Services Associate to join our Glasgow City Centre team. This full-time, 40-hour office-based role supports patients on the Direct Debit membership scheme, handles account issues and ensures uninterrupted service.

You will work with contact lens membership operations and liaise with internal teams to coordinate dispatches, focusing on retaining members through empathetic communication.