Technical Support & Returns Manager - Dispensing Optician

Zest Business Group; United Kingdom; On-site; GBP 32,000; Full time

Job summary

A leading optical manufacturer in Wrexham is seeking a qualified Dispensing Optician for a Technical Support and Returns Manager role. This full-time position involves managing escalated queries, leading a team, and contributing to process improvements while working in a collaborative environment. Competitive salary with a supportive team culture.

Benefits

Private Medical Insurance

Life Assurance

Paid overtime for Saturday work

Qualifications

• GOC-registered Dispensing Optician required.
• Experience in customer service or technical support preferred.

Responsibilities

• Manage escalated product queries from Eye Care Professionals.
• Oversee the full returns process ensuring efficiency.
• Lead and mentor a team of Technical Support Specialists.

Skills

Interpersonal skills

Problem-solving skills

Analytical skills

Organisational skills

Education

Qualified Dispensing Optician (GOC-registered)

Job description

Dispensing Optician Jobs Wrexham
Technical Support & Returns Manager Optical Manufacturer Office-Based Role
Full-Time 31,595.20+ Monday to Friday + 1 in 6 Saturdays (Paid OT)

Zest Optical are working in partnership with a leading optical manufacturer based in Wrexham to recruit a qualified Dispensing Optician into a Technical Support and Returns Manager position.

This is a fantastic opportunity for a qualified DO looking to move away from the traditional retail environment and apply their technical knowledge in a new, fast-paced customer service and operations setting.

Technical Support and Returns Manager - Role Overview

• Office-based role in the Customer Service department at the Wrexham site
• Lead and mentor a team of Technical Support Specialists
• Manage escalated product queries from Eye Care Professionals (ECPs) across the UK
• Oversee the full returns process - ensuring efficiency and compliance with company standards
• Troubleshoot visual issues and dispensing concerns with ECPs
• Liaise with production to manage returns-related inventory and lens assessments
• Analyse return trends and implement strategies to reduce return rates
• Contribute to product knowledge development and team training
• Full-time, Monday to Friday (8:45am-5:15pm), plus 1 in 6 Saturdays (paid as overtime)
• Starting salary of 31,595.20, with potential flexibility for the right candidate and a salary review after probation

Technical Support and Returns Manager - Requirements

• Qualified Dispensing Optician (GOC-registered)
• Strong understanding of optical products, prescriptions, and dispensing
• Previous experience in a customer service, technical support, or team leader role preferred
• Confident communicator with excellent interpersonal and problem-solving skills
• Comfortable using internal systems and managing case documentation
• Positive, proactive attitude with a desire to contribute to continuous improvement
• Strong organisational and analytical skills

The Package

• Starting salary: 31,595.20, reviewed after probation
• Overtime paid for Saturday work (1 in 6)
• Private Medical Insurance
• Life Assurance
• Full-time office-based role - 38.75 hours/week
• Join a collaborative team within a respected global optical business

This is an excellent opportunity for a qualified Dispensing Optician looking to apply their knowledge in a new environment while remaining at the heart of optical care and technical excellence.

To avoid missing out on this opportunity, please send your CV to Rebecca Wood at Zest Optical using the 'Apply' link as soon as possible.

You can also message us on WhatsApp for more information.