Retentions Agent

Optical Express; Glasgow; On-site; GBP 18,000 - 26,000; Full time

Benefits offered by this job

Free or discounted optical products

Discounted eye care (including family)

Cycle to work scheme

Job summary

Optical Express in the United Kingdom is seeking a customer-focused team member to handle patient enquiries, build rapport and resolve concerns. The role offers training and development within a supportive environment.

You will engage with callers, overcome objections, and explain payment options, with opportunities to progress and work with Excel and data. The position emphasizes professional communication and patient care.

Qualifications

• Excellent verbal and written communication skills.
• Ability to deal with customers over the telephone in a confident and professional manner.
• A willingness to learn and develop in a patient-focused environment.
• Good with Excel and basic data handling.

Responsibilities

• Engaging with patients’ enquiries and needs.
• Overcoming objections to help patients proceed with care.
• Quick thinking to resolve concerns for patients.
• Rapport building with patients and families.
• Arranging finance and affordable payment options.

Skills

Verbal & written comms

Phone support

Willingness to learn

Rapport building

Tools

Excel

Job description

Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology.

For over 35 years, millions of patients have trusted Optical Express with their eye care. As UKs leading private provider of laser eye, premium intraocular lens and cataract surgery, our Surgeons undertake more laser procedures collectively than any other provider. We look after thousands of patients in our clinics every week and it’s a privilege to transform the lives of so many.

The Optical Express team work together, collectively and consistently striving for excellence. We support each other, respect each other and are committed to a culture of care, trust and integrity.

The culture extends to our local communities, through our range of charitable and environmental projects. We focus on doing what is right for our patients, our colleagues, our local communities and our planet.

Do you want to be part of a team that literally changes lives?

In return you'll have the opportunity to develop your career through ongoing training and development.

Each day will vary however the core components of your role will include:

• Engaging with our patients’ enquiries & needs.
• Overcoming objections.
• Quick thinking to resolve any concerns for our patients.
• Rapport Building.
• Arranging finance and affordable payment options.

Essential skills

• Excellent verbal and written communication skills
• The ability to deal with customers over the telephone in a confident and professional manner
• A willingness to learn
• Good with Excel.
• Excellent rapport building and communication skills with the ability to overcome objections

What’s in it for you?

• Free or discounted optical products/procedures
• Discounted prescription and non-prescription eye care (including family)
• Cycle to work scheme

This is a fantastic opportunity to join an established organisation where you will have the support to grow and develop within a professional working environment.

Optical Express is an equal opportunities employer