Customer Service Administrator

About the Company:

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.

Main Purpose of Role

We are looking for a Customer Service Administrator to provide customer service and administrative support across Smart Employee Eyecare (SEE) and Caledonian Optical. This role is part time - 20 hours per week. 

The Customer Service Administrator will act as a key contact for clients, branches, and network opticians - handling calls, processing orders and vouchers, managing incoming emails, and supporting the day-to-day delivery of outstanding service. This role ensures the smooth running of the customer journey from enquiry to fulfilment.

Core Responsibilities:

• Act as the first point of contact for incoming telephone calls from customers and branch staff - handling enquiries professionally and efficiently.
• Monitor and respond to the customer service inbox, providing timely and helpful responses to queries.
• Assist customers with order updates, voucher requests, delivery questions, and general product/service information.
• Escalate service issues or complaints to the Head of Business Development where necessary, ensuring resolution is prompt and satisfactory.
• Maintain accurate records of customer communications and actions taken.
• Process SEE and corporate eyecare vouchers, forms, and spectacle orders - ensuring all entries are accurate and recorded in the appropriate systems.
• Package and dispatch spectacles from Caledonian Optical to the correct branch, client, or Network Optician, ensuring packaging is secure and compliant.
• Assist with the dispatch and receipt of sample frames to and from Network Opticians.
• Process delays, order discrepancies, or special requests, and update clients or branches accordingly.
• Handle requests for SEE materials, eyecare packs, and promotional items, ensuring accurate fulfilment.
• Coordinate with designated contacts at client companies and Network Opticians to ensure expectations are met.
• Assist with stock checks and routine customer updates.
• Process eyecare forms and vouchers and record and process sight tests and spectacle orders as appropriate, ensuring all queries, cancellations and non-conformances are noted and acted upon.
• Create and update client records in systems.
• Support daily reporting tasks by extracting and manipulating order data as required.
• Work alongside the Accounts Department to support invoice processing and payment queries.
• Ensure general office administration duties are carried out including mail handling, filing, franking, and stock control.

Additional Responsibilities:

• Assist the Head of Business Development with internal projects, service improvements, and promotional campaigns.
• Maintain an up-to-date understanding of all current SEE/Caledonian promotions, services, and product offerings, and communicate these effectively to clients.
• Promote positive relationships with internal teams, clients, and Network Opticians.
• Maintain a professional, organised, and customer-focused approach at all times.
• Perform other duties as required to support the success of the SEE and Caledonian Optical teams.

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.