Duncan & Todd Group is one of the leading optical and hearing care providers based in Scotland. In operation for over 40 years, our brands include: Duncan and Todd, 2020, Douglas Dickie, JM Macdonald, James Hughes, Browns, IC Andrew, Smart Employee Eyecare and Caledonian Optical.
We are currently recruiting for a Mobile Customer Care Assistant to join our Duncan & Todd Opticians & Hearing Care branches across our Aberdeenshire hub on a Full Time basis working 5 days between Monday to Saturday. The successful candidate should be able to cover areas such as: Banff, Peterhead, Fraserburgh, Ellon, Inverurie and Keith. Due to the nature of this role you will be entitled to a mobile salary uplift.
Please note that there is a vacancy for a Fixed Term Contract for 12 months with the potential to go permanent.
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.
- 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.
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, the D&T Group 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:
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Referral programme
- Sick pay
- Store discount
Application question(s):
- As this is a mobile role it will require candidates to have access to reliable transport/ the ability to drive. Please confirm you are able to drive or have access to reliable transport?
Work authorisation:
- United Kingdom (required)
Work Location: In person
