Call Centre Advisor

Your purpose

Our Call Centre Advisors are a key part of our Specsavers business helping the store to deliver excellent levels of customer service through the efficient answering of the telephone and appropriate direction of enquiries. This is a multi-skilled role working closely with our store teams and Directors.

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 optical products, so previous Optical 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.

What’s on Offer? 

As well as all the support you need and great training and development opportunities, we have a whole load of benefits on offer for you to enjoy. These include: 

• Salary £24,276 
• Full time - 40 hours with weekend working 
• Specsavers Perks – our discounted benefits scheme 
• Outstanding clinical and professional development opportunities 
• Discounted hearing and eyecare benefits 

Your role

• Efficiently answer all telephone calls to the store responding positively to customer enquiries and direct them to the appropriate department.
• 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
• Ensure a copy of the following days appointments is produced each evening as a contingency for system failure.
• Ensure a copy of the following days booked collections is produced and ensure the lab has prioritised and completed these jobs.
• Advise customers of the current promotions and any relevant contact lens or product information.
• Support the Directors with ad-hoc tasks as required
• Act as an ambassador for Specsavers at all times.

Essential Skills

• Fantastic communicator, able to adapt communication style to suit the audience with a brilliant telephone manner.
• A high level of interpersonal skills with the ability to build working relationships with a wide range of people
• Experience of working in a fast-paced administration environment
• Excellent administration and organisational skills
• Systems literate, able to use different IT systems effectively including Office 365
• Excellent customer service approach, able to provide support and reassurance to customers
• Team worker with a positive can-do attitude

Desirable Skills

• Previous experience of working within an Optical environment
• Previous experience of working in a call centre environment.

Specsavers behaviours

• Friendly – welcoming and likeable, customers can immediately tell you’re pleased to see them.
• Enthusiastic – customers can tell you enjoy your job and genuinely care about helping them.
• Attentive – you don’t keep your customers waiting, they can tell they are your priority and that their time is important to you.
• Professional – your Specsavers uniform is well-presented, you are respectful, and you share your knowledge using clear explanations.
• Interested – ask open questions, listen to responses, and use them to help your customer make the best choice for their needs.
• Helpful – you are clear in your intention to provide the best solution, that you want them to be confident in their decisions and that you are not just trying to sell or upsell something.

Find out more 

If you are comfortable with the responsibilities we’re looking for and are excited by this opportunity, we’re excited to hear from you. Head to our website to learn more about the role, or even better, apply now.