Retention Advisor

At Vision Express, we’re passionate about what we do. Customer service is at the top of our agenda. From our stores to our support centre, everybody has a key part to play.

Based in Ruddington, Nottingham we’re looking for a Retention Advisor - Contact Lens to join our dedicated Contact Lens team to help retain our contact lens customer base.

Key Responsibilities:

• Making outbound calls to our contact lens customers, being personal, professional and courteous. Tailoring each conversation to the customers individual needs.

• Using SAP accurately change customer data in an organised and timely manner to ensure customers receive the correct contact lenses and their payments are taken at the correct time.

• Actively support our Complete Contact Care database.

• Match and where possible exceed customer expectations.

• Understand the services we offer and be willing to find out required information to support our stores and colleagues

• Take Customer Feedback on board and share important information to help play an important part of improving the business for our customer journey.

We’re looking for an energetic, self-motivated and adaptable individual who can act as an ambassador of Vision Express. You’ll take pride in providing the best customer service and delivering resolutions to the challenges you’ve been given.

You’ll learn more about Vision Express, as well as our products and services that are offered to customers.

• You will ideally have experience using computers and other IT systems, along with strong customer service and communication skills.

• You will ideally have a background in outbound sales

• Exceptional telephone manner, and attention to detail are essential.

• Passion for customer service, welcoming nature and ability to work seamlessly within a team.

• Previous experience in optics is desirable but not essential. Full training is provided

• Minimum 1 Year proven track record in customer service, preferably in a call centre environment.

Benefits:

- 33 days’ annual leave, including bank holidays, increasing with length of service.

- Staff restaurant

- Free onsite gym.

- Free parking onsite

- Free annual eyewear voucher and generous discounts throughout the year for you, your family and friends.• Onsite cafe