Duncan & Todd Group is one of the leading optical and hearing care providers based in Scotland. In operation for over 50 years, our brands include: Duncan and Todd, 2020, Douglas Dickie, JM Macdonald, James Hughes, Browns, IC Andrew, and Smart Employee Eyecare.
We are currently recruiting for a Customer Care Assistant to join our Duncan & Todd Opticians & Hearing Care branch in Whitehall, Dundee on a Full Time, Permanent basis working 5 days between Monday to Saturday.
Our Customer Care Assistants are the first point of contact for the patients and customers in our busy branches. They are key members of a patient’s journey by delivering outstanding care and providing an excellent level of service. This is a multi-skilled position that will provide the successful candidate an opportunity to learn and take on various tasks and responsibilities.
Key Responsibilities:
- Participate in 3-Way Customer Handover process with the Optometrist and patient to gather information on the patient’s prescription and the Optometrist’s recommendations.
- Advise patients on relevant frame and lens selections in reference to their prescription, needs and lifestyle, ensuring the patient understands why these recommendations are relevant to them as an individual.
- Take accurate measurements required for the lens selection.
- Conducting fittings and adjustments of spectacles with the patient upon collection.
- Completing any repairs on patient’s frames ensuring these are fit for purpose for the patient.
- Giving patients demonstrations on how to insert and remove contact lenses.
- Handling all patient queries coming into the branch via telephone, email or in person. Assisting where possible or directing inquiries to the most appropriate staff member.
- Managing and utilising the branch appointment diary giving consideration to patient appointment requests and staff availability.
- Working in accordance with GDPR and NHS guidelines.
- Processing any invoices that come into the branch.
- Assist with stock control and ordering of supplies.
- Processing deliveries and collections of stock.
- Administration and maintenance of patient records, databases and NHS paperwork.
- General housekeeping duties to ensure the branch is clean, tidy and presentable at all times.
- Other ad hoc duties as and when required.
This list is non-exhaustive, and the role holder may be required to undertake additional duties that are not specifically listed above.
Candidate Profile:
Required Skills and Knowledge
- Experience within an optical environment would be advantage but full training would be provided.
- Experience within a fast-paced and dynamic working environment.
- Exceptional interpersonal and customer service skills.
- Excellent verbal and written communication.
Required Competencies
- Customer Service.
- Written and Verbal Communication.
- Problem Solving.
- Prioritisation and Deadline Management.
Required Work Experience
- Experience within a customer facing role – ideally in an optical environment.
As a company Duncan & Todd Group can offer:
- Competitive salary
- 29 days annual leave (full time equivalent) inclusive of public holidays
- Staff Discount including; 2 x 100% off discount vouchers for spectacles, sunglasses or annual supply of contact lenses per calendar year + generous discount for family and friends
- High Street Vouchers: Discounts for high street shops, supermarkets, restaurants and cinemas through our partner discount platform.
- Employee Assistance Programme: Comprehensive support for all employees from our partners, Care First
- The opportunity to work for a company that cares
- Career progression opportunities and further training
Pay: £12.71 per hour
Benefits:
- Bereavement leave
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Referral programme
- Sick pay
- Store discount
Work authorisation:
- United Kingdom (required)
Work Location: In person
