"Building meaningful connections – it’s retail, with a difference"

"Building meaningful connections – it’s retail, with a difference"

Estelle Foster, an in-store Supervisor, is no stranger to retail work. She shares why she decided to leave her previous retail job to join Specsavers and how this decision has affirmed her future career plans.

My previous retail experience

“Before joining Specsavers, I was working full-time in a retail role at a variety store chain. Don’t get me wrong, the job was fine, but it was just your basic retail job – stock replenishment, serving customers at the till. You know, you do your bit, then you go home. I never had to think about much and didn’t really interact with customers aside from helping them locate an item or retrieve something out of reach. It didn’t challenge me, and that’s what I was craving. I needed something more mentally stimulating.

I actually applied for a Specsavers apprenticeship when I was 16. Unfortunately, I was out of the catchment area for the store, so I wasn’t selected. But just as I started looking online for a new opportunity, I saw Specsavers advertising again. This time it was for an Optical Assistant (OA) with no optical experience required. It sounded perfect for me! I didn’t know much about optics at all – just some basics about why someone would need glasses, but there was so much more I could learn, and this really appealed to me.

I needed something to challenge me

I was so happy to get the job! I felt like part of the team from day one and could really feel that I was learning something new every day. What I loved most about this role was the people side of it – being able to build meaningful connections with customers throughout their journey and looking after them at every touchpoint. My manager could see the people-loving side within me. So, when an opportunity came up for a team leader, it was brought to my attention. If I’m honest, my first thought was ‘I can’t do that!’ I questioned my knowledge and skillset compared to colleagues who had been at Specsavers longer. I was encouraged to push myself out of my comfort zone and go for it. What did I have to lose? I came here for the challenge, and there it was.

There's so much progression in retail at Specsavers

I went for it. And I was offered the job! I couldn’t believe it. Everyone was so supportive of me and genuinely happy for me; it just felt right. I loved being able to help my colleagues and customers, making sure we were giving the best service possible. It’s natural for me to want to help others. I could feel my confidence growing daily – the things I would worry about before no longer bothered me, and I felt equipped to deal with almost every situation thrown at me. What used to be huge hurdles for me were now mere pebbles.

I absolutely adore my job, and I wouldn’t have been in this position if it wasn’t for my supportive manager who pushes me to do better all the time. With their support, guidance, and encouragement, I’ve worked my way up in-store within three years, which would never have happened at my previous retailer.

Looking to the future

I have put so much time and effort into my role, and as I think about the future, I feel my next step would be Assistant Manager. I’m in no rush to ‘climb the ladder’ as quickly as possible – I like to get comfortable, enjoy my role, and when it feels right, take the next step. I could’ve gone in any direction when I joined as an OA. Initially, I thought I was set to continue down the clinical route to become a Dispensing Optician (DO), but I’ve naturally gravitated towards management roles. Maybe it’s my love for organisation and supporting people; it’s in my nature.

Thinking about making the move?

If you’re looking to Specsavers for your next retail job, then you’re on to a great thing! This is retail, but you are with the customer throughout their whole journey, building relationships with them, and you can see first-hand what a difference you make in their lives. You get to take time with customers; you won’t have the mindset of getting them in and out as quickly as possible. It’s about giving them the right products, providing them with a personalised experience, and them leaving the store having had a positive experience knowing they want to keep coming back. It’s so much more meaningful than your average retail role. There is a serious aspect to it as it’s related to people’s health, so it’s important, and you want to deliver this with care and attention. But what you get out of it is so much more. You really can’t beat the incredible feeling of changing people’s lives.”