Partner Support Consultant (Contract)

Location: This hybrid role requires 3 days on-site at our Burnaby, BC office and 2 days remote per week.

Term: This is a full-time 6-month contract with the potential to conververt to a permanant position based on performance and business needs. 

Salary: $53,000 - $60,000
Actual compensation within the range will be based on experience
We also offer quarterly variable compensation package (bonus) + benefits

About Specsavers

Welcome to Specsavers - where we're not just about eyewear and eyecare, we're a purpose-driven organization committed to changing lives through better sight. Ranked as the 11th Best Workplace™ in Canada and 16th Best Workplace™ in the world by Great Place to Work®, we take pride in our optometrist-owned business model, providing quality eyecare and affordable eyewear to Canadians across the country.

Our journey began 40 years ago in the UK, with visionary optometrists Doug and Mary Perkins. Today, we support over 2,700 healthcare businesses, passionately caring for more than 44 million patients and customers worldwide.

At Specsavers, we believe that access to quality eyecare should be a right, not a luxury. That's why we go above and beyond to transform the eyecare experience in Canada. With our advanced clinical equipment and an extensive range of affordable and high-quality eyewear, we're here to make a real difference in the lives of our customers.

But that’s not all - we're also dedicated to fostering a positive, inclusive and supportive work culture. We strive to create an environment where our partners thrive while benefiting from the collective support and resources of our dedicated teams.

If you're passionate about making a difference, providing incredible care, and being part of a values and purpose-driven organization, join us on our journey to revolutionize the way Canadians experience eyecare. Together, we can change lives through better sight.

What You’ll Do

Purpose of the role

The Partner Support Consultant is an essential member of the Partner Support desk team, delivering high-quality telephone and Service Now ticket support to Partners nationally across Canada across a range of topics.

Key Responsibilities

• First-level support for all store Partners across a variety of topics, including Operations, Product, and Marketing
• Respond to and take ownership of Partners’ requests across a number of channels including phone, Service Now, and email
• Accountable for either resolving the Partner’s requests within the support desk team or appropriately triaging it to the right department and monitoring for its resolution.
• Continually focus on business improvement and reduction of Partners’ challenges by identifying any gaps in communications or processes and escalating these within the team
• Actively seek to improve your own skills and product knowledge
• Create and maintain organizational guides to ensure the support desk has the most up-to-date information 
• Encourage Partners to adopt best practices to achieve operational efficiency to allow businesses to focus on customer service
• Navigate systems such as our Practice Management system, WINK
• Support on the project and new initiatives as the business continues to grow

What We’re Looking For

Essential

• Self-motivated, able to manage and prioritize workload effectively
• Ability to support and champion change
• Excellent verbal and written communication
• Strong customer service focus
• Good knowledge of incident and problem management
• Passionate about delivering exceptional customer service

Nice to have

• Experience with Service Now
• Understanding of the optical business and market
• Experience in retail operations
• Franchise experience or having had large stores exposure and understanding of its complexity

Our Fellow ‘Speccies’ Enjoy

• 3 weeks of vacation and 1 paid volunteer day
• 1 extra paid day off and an eyecare voucher on your birthday
• RRSP matching
• Quarterly performance bonus
• Healthcare spending account
• Health and dental benefits effective on your first day
• Team and company social events

Behaviours We Value

• Collaborative: We work together as one Specsavers to deliver our purpose
• Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
• Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
• Compassionate: We care, support, and help each other
• Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people, and good for the long term

We hope that in applying with us, you value these things as well!

Our Hybrid Work Model

Be part of the dynamic culture! Our workplace thrives on a hybrid model, combining in-office collaboration and flexibility. Join us in office, three days a week to contribute, connect and excel in our vibrant environment.

Equal Opportunity Employer

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply. If you believe you can contribute to our mission and vision, we welcome your application, even if you don't meet every qualification listed. We value the unique skills and perspectives each individual brings to our team.

Accessibility and Accommodations

We are committed to creating an inclusive and accessible workplace. If you require accommodations at any stage of the application or interview process, please let us know. We will work with you to meet your needs and ensure a fair and equitable experience.