Clinical Services & Support - Qualified Dispensing Optician

Location
Swindon, Wiltshire
Salary
Commensurate with qualification and experience, Pension, Discounted Eye Wear, Treat Days
Posted
19 Apr 2017
Closes
17 May 2017
Ref
CSS
Contract Type
Permanent
Hours
Full Time

Clinical Services & Support - Qualified Dispensing Optician

Reporting to: Clinical Services & Support Manager

Salary:  Commensurate with qualification and experience

Hours: Monday to Friday 09.00-17.30

Qualification: GOC Registered

Job Summary

You will be responsible for monitoring the support and growth of the Clinical Services & Support Patient Optical Advisor team. This shall enable them to achieve customer service excellence, adhere to department and company processes and procedures, and that all duties are carried out to the highest possible standards. You will be responsible for designing, implementing and leading training sessions including those in communication, service, procedural and the Clinical Services & Support optical training programme. You shall also support the team management in reviewing and monitoring training and performance levels and identifying further support where needed designing individual targeted action plans. Aside from training you will provide essential aftercare support via telephone to our patients as well as our external field based professional teams.

Activities of the role

  • Managing customer enquiries and aftercare issues over the phone including any complaints and escalated queries.
  • Respond to incoming telephone calls as necessary adhering at all times to the department procedures and recorded call excellence.
  • Responding to email/written queries and complaints supporting formal complains procedure when necessary.
  • Actively manage successful aftercare provision.
  • To coach and support the team, including regular 1-1 coaching sessions and call and e-mail monitoring.
  • Work alongside department manager and team Supervisor to identify team learning and development requirements and support growth.
  • Aftercare and call auditing supporting professional development when required.
  • Active/live call monitoring of the Patient Optical Advisor's for learning and support of company/team procedures.
  • To maintain a safe and healthy working environment adhering to clear desk/department policy.
  • Take and transfer calls from other professionals to the most appropriate source.
  • Ensure that all responses are carried out in a professional/timely and courteous manner.
  • Use knowledge, experience and questioning skills to prioritise workload.
  • Identify and resolve all patient queries by using initiative, ensuring patient satisfaction.
  • Maintain high standards at all times of personal appearance, timekeeping, attendance and respect of company property.
  • Commit to the belief of ‘always do what is right for the patient’
  • Competently manage and record information as required maintaining audits excellence.
  • Supporting adherence of direct referral pathways and urgent referral procedures.
  • Complies with all aspects of the Health and Safety at Work Etc Act 1974 and with the Company's current Health and Safety Policies.
  • To oversee the continued learning and development of colleagues and self.
  • Deliver one on one or group-training sessions as in the job summary delivering expected results and learning’s proved by action points or performance.
  • Achieve positive feedback from training sessions with successful outcomes.
  • Identify new training requirements and implementing new procedures/resources.
  • Use the IT /Phone system in line with company procedures
  • Support internal/external colleagues/departments on delivery of aftercare provision.
  • Any other requirements that may arise with changes in procedure, aftercare delivery or team changes.
  • All employees have a duty for safeguarding and promoting the welfare of children and adults with care and support needs.  Staff must be aware of the organisational procedure for raising concerns about the welfare of anyone with whom they have contact. The organisation believes that it is always unacceptable for a child, younger person or adult with care and support needs to experience abuse of any kind and recognises its responsibility to safeguard the welfare of all, by a commitment to practice which protects them.
  • Complies with all aspects of the Health and Safety at Work Etc Act 1974 and with the Company's current Health and Safety Policies.

Skills

  • Ability to identify staff performance issues and offers solutions to ensure a successful outcome.
  • Proven experience within a customer service environment.
  • Excellent customer service skills with a desire to exceed customer expectations.
  • Ability to work on own initiative and have a logical and methodical approach to work.
  • Confident about working in a role where your actions directly influence others.
  • Ability to manage change.
  • Problem solving and decision making skills.
  • Open to giving and receiving constructive feedback.
  • Effective communication, time management and organisational skills.
  • Passion to delivery successful and rewarding training sessions.
  • Ability to adapt oneself to others in the delivery of training.
  • Style and design – ability to design and deliver new training material.

Benefits:

  • Competitive salary
  • Contributory pension scheme, on successful completion of probationary period
  • 28 days holiday entitlement (Pro Rata, inclusive of bank holidays)
  • Three ‘treat’ days granted for 100% attendance
  • Discounted eye wear and hearing products
  • Childcare vouchers

Additional Information:

All successful candidates will be subject to satisfactory written references, medical clearance, and evidence of your right to work in the UK and Disclosure Certificate through the Disclosure and Barring Service (Formerly the CRB)

References: One of your referees must be your current line manager and all references must cover the previous five years work or study history.

There is a No Smoking Policy throughout The Outside Clinic.

The Outside clinic is committed to safeguarding and promoting the welfare of children, younger people and adults at risk and expects all staff to share this commitment.

All job descriptions are subject to review, and there will be initial consultation with the jobholder. The Outside Clinic is an equal opportunities employer.