CUSTOMER SERVICE - Optical Advisor

Swindon, UK
18 Jun 2019
26 Jun 2019
Contract Type
Full Time
Reed are currently recruiting for a Customer service advisor specialising in Optical dispensing on a permanent basis in the Swindon location.

Working as part of our Customer Services teams you shall play a vital part in supporting the provision of optical aftercare and seek to do what is right for the patient following current regulatory advice and guidance, current best practice and internal company procedures. In conjunction with the Customer Services Manager, who is also a Qualified Dispensing Optician, you shall strive to provide excellence in all aspects of your work and support a culture of award winning customer service.


• Handling a range of aftercare enquiries including service and products.

• Providing advice and guidance to our National Delivery team on delivery and aftercare appointments. These include both qualified Dispensing Opticians and experienced Optical Technicians.

• Managing daily requests from the National Delivery team with reference to patient aftercare and follow up requirements post visit.

• Supporting the Customer Services Manager and Complaints Resolution Team with optical concerns, complaints and feedback.

• Providing patients with copies of their prescription when asked.

• Managing concerns with non-tolerances, lab rejections and delays.

• Communicating with patients, their carers, families or next of kin in a variety of different formats, from verbal, email, letter, online etc.

• Answering incoming calls quickly and efficiently to meet the requirements of our customers.

• Supporting/leading the team to provide an efficient service balancing call volume with quality service.

• Offering customers products and services to meet their requirements and expectations.

• Updating customer records accurately and fully.

• Following internal procedures and pathways.

• Taking ownership of concerns raised and providing solutions.

• Arranging aftercare appointments - selecting the correct appointment following screening.

• Offering solutions to resolve concerns/complaints.

• Being self-aware/critical and working collaboratively with the team.

• Supporting the team to resolve stage 1 and 2 complaints.

• Managing complex optical and/or hearing calls when within limit of your own knowledge and experience, seeking guidance from Supervisor/Manager when required.

About you:

• Being computer literate

• Handling customer queries

• Providing excellent customer service

• Good oral and written communication

• Being professional and flexible

• Managing and communicating stress

• Resolving problems, being decisive

• Being driven and positive

• Managing multiple tasks

• Meeting targets

• Administration and organisation

• Active listener

• Understanding and being able to see things from other points of view

• Being able to LEAP for the customer: Listen, Empathise, Apologise and Provide a solution

• Time management control a call and efficient use of time not on the phone to maximise availability of service

• Keen to undergo further training and develop your career

• Positive influencer

If you would like more information, please contact

Similar jobs

Similar jobs