Job description

Dispensing Optician

Remote

Full time 37.5 hours

Work Pattern

Wednesday 14:00-22:00

Thursday 14:00-22:00

Friday 13:00-21:00

Saturday 10:00-18:00

Sunday 10:00-18:00

MyOptique Group operates online retail brand Glasses Direct and we are currently undergoing an exciting period of growth. As a result, we are now looking for a dynamic and experienced Dispensing Optician to support our plans for the future. You will be predominantly based from home, however, you will need to be able to visit our other sites in London and Nottingham and occasional offsite team meetings as required.

As an online business, our Dispensing Opticians are a critical part of the customer service promise we have built over the last 20 years. Producing and delivering high-quality, bespoke manufactured eyewear that exceeds our customer expectations at a fraction of the offline price.

You will be part of a team consisting of Dispensing Opticians You must exercise your professional skill and judgment as a clinician over each sale. You shall have absolute discretion in the proper exercise of that skill and judgment and you will not be censured for the proper exercise of your discretion. You will be an advocate for your profession and our brand.

Key tasks and responsibilities

Maintain queues according to Supervision requirements and within in a timely manner.
Ensure the Authorisation queue is clear and prioritise it daily to ensure glazing work flows freely.
Reporting any major issues which impact service.
Take callbacks and transfers for DO/Optical-related calls or complex customer queries.
Maintain the DO queue when necessary including any cases pended to you
Use knowledge to recommend suitable products for the customers and update notes on jobs accordingly when referring.
Customise referral templates when going through the authorisation queue, to reduce contacts per customer.
Work with other other DO’s to help maintain queues and prioritise effectively.

Provide Optical Support to the wider team

Assist the team with any complex Optical enquiries.
Take transfers/call backs according to the supervision requirements.
Provide excellent service.
Set a professional example to the team, as well as maintaining mutual respect.
Provide constructive feedback to the Head of Professional Services to help improve and further the knowledge of the team.
Provide support on the phones and emails when needed.
To carry out any other ad hoc duties as directed by your manager.

Project Support

Help ongoing and future projects to improve service, whether this is as an individual or working within the DO Team
To provide feedback with supporting evidence for improvements and changes needed in all aspects of the business.
Explore and test new ideas and features, such as the new PD apps.

Training and CPD

Deliver training modules to Customer Services and other parts of the business.
Review and develop training modules
Produce optical training modules for the offshore team.
Support and perform remote training for the offshore team.
Support and training of Customer Service colleagues
Development of staff, to encourage further personal growth.
Be a part of the induction process to deliver basic optical knowledge.
Keep up to date with CPD.
Undertake regular training in GD procedures.

To be qualified for this job you need:

To be GOC registered (this is essential)
To be extremely organized and able to multitask to achieve productivity goals
To have great communication skills, especially over the phone
To be calm and patient
To be committed to providing an excellent service to our patients/customers
To enjoy working as part of a team

Our benefits include:

33 days holiday pro rata (including bank holidays)
GOC/ABDO paid
Workplace pension matching up to 5%
EssilorLuxottica Share Investment Plan
Healthshield Cash Plan
x5 Life Assurance
Retail Trust
Colleague Eyecare Policy including free glasses or contact lenses plus staff discount