Audiology Customer Service Operations Manager

Audiology Customer Service Operations Manager - Biggleswade

Full Time - 40 hours per week 

Salary - Up to £28,000 per annum

28 days holiday

Great career opportunities!  

Your purpose

Responsible for the Audiology customer service operations manager for the Hub/Spoke by assisting in the smooth operation of the store and delivery of excellent customer service through accurate and efficient administration to achieve business objectives.

At Specsavers we are passionate about our people and their development. You will receive thorough and continued training and development to enhance your understanding of audiology products, so previous audiology experience is not always necessary, but a passion for fantastic customer service is a must!

You will be a key part in creating a warm and friendly atmosphere and an outstanding store environment both for our customers and our team.

You will support by your directors to inspiring the team and using KPI’s to increase sales by driving excellent customer service and building strong operational brand standards

Your role - 

Efficiently answer all telephone calls to the audiology business responding positively to customer enquiries and handle audiology day to day queries.

• Inform the Director / Manager of days and times where appointments are at capacity and days and times when appointment demand is weak. Supporting the management of the diary of clinics, allocating resource to ensure a diary efficiency.
• Manage cancellations and where appropriate rescheduling appointments
• Confirm appointments with patients ahead of time to ensure the smooth running of clinics
• Dealing with telephone queries and responding to online or email queries within agreed SLAs
• Having a robust triage process for effective diary management and have fantastic customer service
• Advise customers of the current promotions and any relevant product information.
• Support the Directors with ad-hoc tasks as required
• Overall control for creating and reviewing brand standards for the audiology business

General admin and compliance:

• Attending team meetings and creating and maintaining action logs/minutes
• Coordinate health and safety in conjunction with optical administrator
• Completing Hub/hear care audits
• Responsibility for document control
• Complete end of day procedures in preparation for banking
• Banking and cash handling
• Cover for Hearcare Reception Desk (includes answering phones, taking appointments, dealing with general queries etc.)