Retentions Agent

Optical Express; Glasgow; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Free or discounted optical products

Discounted eye care (family)

Cycle to work scheme

Job summary

Optical Express is the UK’s leading private provider of laser eye, premium intraocular lens and cataract surgery. This role focuses on engaging with patients’ enquiries, overcoming objections, and building rapport to ensure outstanding care and service.

You will contribute to resolving concerns quickly and help patients understand affordable payment options. The team culture emphasizes supporting colleagues, professional development, and a commitment to patient-centric care in a collaborative

Qualifications

• Excellent verbal and written communication skills.
• Ability to deal with customers over the telephone in a confident and professional manner.
• Willingness to learn and develop.
• Proficient with Excel.
• Strong rapport-building and ability to overcome objections.

Responsibilities

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

Skills

Verbal & written communication

Telephone-based customer service

Willingness to learn

Excel skills

Rapport building & objection handling

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