Contact Lens Supervisor
Role purpose
To assist the Store JVP in the retail management of the contact lens department with a particular responsibility for the excellent service relating to the customer contact lens journey.
The role
Principal accountabilities
- Responsibility for the contact lens department, by supervising and motivating staff to achieve excellent technical standards and customer service and to exceed performance targets and contact lens fittings
- Assist the Store JVP in the management of the contact lens department by coaching staff to provide excellent technical quality and customer service and formally managing poor performance
- Use key performance indicators to increase sales, minimise costs and maximise profits
- Manage contact lens operations and maximise business performance by creating a vision of success, dealing with staff complaints and grievances, analysing management reports and the day-to-day running of the contact lens department effectively
Objectives
- Understand key incentives and implement them within your team
- Understand the profit and loss accounts, and other management reports
- Understand KPI’s to help build a plan for the business in line with the store’s ambitions and targets
- Actively seek out and utilise data, insights and trends to build the plan and monitor performance within the contact lens department
- Work alongside the store manager, developing commercial opportunities by effective administration of customer-facing processes and by planning and implementing improvements to systems
- Work with the Contact Lens Optician and the professional team to maintain a harmonious department performance
- Lead/create the contact lens team, alongside the JVP to optimise performance and monitor against the agreed business plan
- Drive clinic efficiency by ensuring that all staff are familiar with the systems and procedures within the contact lens department and embrace new technology e.g. RemoteCare and RemoteTeach
- Ensure retail standards are of the highest quality
- Manage customer service effectively
- Ensure the supervision of the contact lens assistants complies with legislation and is appropriate to staff competency
- Use relevant figures within the management accounts to identify actions that can be taken to promote cash and prevent loss
- Manage any debtors using the relevant figures within the management accounts
- Foster a positive team spirit within the contact lens department
- Ensure you maintain a commitment to continually developing yourself to strengthen your performance and leadership in an ever-changing business
- Be a role model within your store so that every member of staff feels valued, so they give their best, enjoy their job and contribute to running a superb department
- Help people understand their role, what’s expected of them, how they fit in and recognise people for a job well done
- Create opportunities for regular discussion and manage performance
- Ensure that professional training is appropriate for present and future needs of the store
- Understand the implications of employment lead in recruiting staff
- Plan and manage appropriate staffing levels
- Manage the contact lens department by using key performance indicators
- Ensure all contact lens reports are completed – i.e. CLSP, Socrates reports
- Set appropriate performance targets and bonus schemes
The individual
Essential skills include
- Experience of operating in the retail sector
- Proven ability to lead a team
- Ability to influence at a senior level
- Ability to manage a heavy and shifting workload
- Demonstrate strong team management skills and provide leadership to execute strategy
- Knowledge of contact lens options, features and benefits
- Operating in the optical and/or hearing sector
Behaviours
FOCUS ON THE CUSTOMER
We always consider and act in the best interests of the customer
- Have a ‘customer first’ attitude Constantly seek ways to improve our service and wow the customer
- Understand that everything we do has an impact – direct or indirect – on the end customer
- Recognise how my role and the roles of others make a difference to the customer experience
- Understand the challenges of our people, stores and partners
- Build strong relationships with customers, turning them into ambassadors
ACT AS ONE TEAM
We work for one company and support each other to reach our goals
- Have a genuine concern for others and a willingness to help
- Pull together to deliver results
- Consider the impact of what we do on other people and the business
- Respect others’ views, challenge where necessary and offer our own ideas
- Value what we all contribute to the business
MAKE IT HAPPEN
We take accountability to see things through and get the job done
- Work with drive and passion, and go the extra mile
- Take ownership for delivering plans and meeting our objectives
- Celebrate success and never be satisfied
- Involve the right people at the right time to get results - and keep it simple
- Raise the bar and be creative to stay ahead Deliver more for less, conscious of cost
UNDERSTAND OUR BUSINESS
We understand how Specsavers operates and what makes us unique
- Respect our history and where it all began
- Get to know our products and services, spending time in store
- Act as ambassadors for the brand
- Seek to understand, ask questions and be curious about what we do
- Embrace and adapt to change as part of our fast-paced business
LEADING AND MANAGING AT SPECSAVERS
As leaders and managers, we recognise that we are here to enable others to be successful
- Living the values and behaviours, leading by example
- Setting a clear vision and direction, helping people understand their role, what’s expected and how they fit in
- Building trust with our teams through honest, stretching conversations, holding ourselves and others accountable for delivering quality results and growing the business
- Treating everyone equally and recognising people for a job well done
- Supporting the development of our teams and ourselves, investing time in coaching and in developing talent for the future needs of Specsavers
- Being open and approachable, great communicators who pay attention to the views and opinions of everyone in the team
- Actively encouraging our teams to work with others and build effective relationships
- Helps their teams develop a broader understanding of the business and supports people through change
Benefits:
- Health & wellbeing programme
- Store discount
Experience:
- Optical: 1 year (preferred)
- Supervisory: 1 year (preferred)
Work Location: In person
