Dispensing Optician/Customer Service - Liverpool

Zest Optical
England, Merseyside, Liverpool
£20000 - £25000 per annum
01 Dec 2017
29 Dec 2017
Rebecca Wood
Contract Type
Full Time

A full time Dispensing Optician/Senior Customer Care Technician is required to join a leading lens and frame manufacturer based in Liverpool.

Reporting to the Customer Service Manager you will be responsible for supporting the Customer Service Department. You will be the day to day contact for the Sales Order Processors in their roles and to work alongside the Customer Service Manager, leading from the front.

The role is also to support with technical planning and coordinating for the sales and services offered by the business to its customers.


  • Support CS team with telephone orders and enquiries
  • Support CS team with entering and amending sales orders accurately onto the system
  • Assist, support and develop team with technical knowledge and advise
  • Make technical decisions to ensure correct product and information is offered to customers and team
  • Daily delegation of specific tasks to be performed, to ensure the department meet its daily demands of processing work and handling customer queries
  • Discuss weekly KPI figures with Customer Services Manager to understand strengths and weaknesses of team and processes as part of a continual development programme
  • Supporting and managing the SOP team to ensure all KPI's are met
  • Liaise with customers to resolve any issues
  • To be the escalation contact for complaints
  • To be the liaison between the Customer Service Manager and the Customer Operations Manager regarding lab and warehouse issues across the different businesses
  • Take ownership of locating and expediting delayed orders across all business areas by liaising with the relevant departments and providing feedback
  • To assist the Group Lens Director and Customer Operations Manager with feedback regarding suppliers on product and system development and support
  • Support in monitoring call efficiencies and quality of the calls
  • Assisting the Customer Service Manager with training and development for the team, including identifying, recommending and implementing areas for individual and team development
  • Partner the Customer Services Manager with appraisals, preparing the documentation for joint review and agree actions before committing to appraisals
  • Ensuring sufficient cover at all times
  • Prioritising and delegating ad-hoc requests from the senior management team and Customer Service Manager
  • Continuously reviewing process improvements
  • To be the point of contact for external suppliers such to expedite work and improve communications and job visibility
  • Ensure credits and returns are handled efficiently and within guidelines as laid down by the company


  • Fully qualified Dispensing Optician
  • Exceptional technical frame and lens knowledge
  • Excellent customer service skills
  • Problem solving and troubleshooting experience
  • Supervisory or management experience
  • Clear communications skills

Salary and Benefits

  • Salary up to £25,000
  • Monday to Friday, 9am to 5pm
  • Free parking

To apply for this role please send a copy of your CV or alternatively call 0114 238 1726.