Retail Customer Service Administrator

Job description:

We have an exciting opportunity for a Customer Service Administrator to join our Retail Customer Service Team. If you are passionate about customer experience then this role might be the one for you!

The job holder will be based in our Wilson Street Branch in Glasgow and will preferably work on a full time basis over 5 days from 6 between Monday to Saturday. Our Customer Service Administrators are the first point of contact for our customers and should be able represent the company to the highest standard.

Key Responsibilities

• Handling patient queries including order management, quality assurance and customer support, assisting where able and directing inquiries to the most appropriate staff member
• Booking appointments in line with NHS rules and regulations whilst following company policies and processes
• Assisting patients with queries relating to spectacles, lenses and contact lenses
• Applying knowledge of prescriptions and lens options to accurately check and verify orders before dispatch
• Being a point of contact for customers, leading by example at all times
• Administration and maintenance of patient records and databases
• 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

• Experience within a fast-paced and dynamic working environment
• Exceptional interpersonal and customer service skills
• Excellent verbal and written communication
• Strong working knowledge of Microsoft Excel
• Previous experience within a call centre-based environment would be an advantage
• Optical experience would be an advantage but full training will be provided

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
• Experience within a call centre-based environment would be an advantage

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.