Job Description

Job Overview

Monday to Friday 9-5

Customer Experience Specialist - Optimum RX Lens Specialists

About Us
Optimum RX Lens Specialists is one of the fastest-growing, employee-owned companies in the UK optical industry. We proudly manufacture high-quality spectacle lenses and partner with opticians nationwide to deliver exceptional products and outstanding service.

The Role
We are seeking an exceptional Customer Experience Specialist to join our friendly, fast-paced team. This is a key role where your main focus will be delivering outstanding customer experiences and ensuring every interaction reflects the high standards our customers expect. You will also be responsible for a portfolio of customer accounts, which may include regular clients as well as new or occasional customers.

Your day-to-day responsibilities will include:

Key Responsibilities:

Customer Service & Account Management

Respond promptly and professionally to emails and enquiries. Monitor the progress of customer jobs, ensuring accuracy and on-time completion. Onboard new accounts and guide them through our products and services. Act as the primary point of contact for your customer portfolio, building strong and lasting relationships. Take ownership of problems, resolving issues end-to-end and de-escalating complaints effectively. Influence our lab teams by sharing customer feedback and championing improvements to help us be the best.

Sales & Growth Activities

Participate in outbound sales campaigns and customer-focused initiatives. Cross-sell and upsell products and services to maximise value for both customers and the business. Support new product launches and actively share opportunities with your customers. Visit customers, attend shows, and represent the business at events to strengthen engagement.

Communication & Engagement

Use our CRM confidently and accurately to manage accounts and track interactions. Work collaboratively with internal teams to ensure smooth job flow and a great customer experience. Contribute to social media efforts, helping promote campaigns and celebrate team successes. Engage with customers through tailored campaigns to drive interest and loyalty.

Professional Skills & Approach

Use Microsoft Office effectively for reporting, communication, and presentations. Demonstrate professionalism, assertiveness, and a proactive approach to problem-solving. Bring enthusiasm, be eager to learn, and go the extra mile to deliver the best customer experience possible.

We're looking for someone who:

Delivers exceptional service with professionalism, warmth, and attention to detail Communicates clearly and confidently with customers and colleagues alike Thrives in a fast-paced environment while maintaining accuracy and quality Takes pride in going the extra mile to ensure every customer's needs are fully met. Enjoys building lasting relationships, taking ownership of their customer accounts, and embracing new challenges and learning opportunities Is confident and accurate using a CRM, able to problem solve and see issues through to the end, de-escalate complaints, and has a real understanding of our customers.
In short, we're searching for someone who doesn't just provide customer service, but makes every customer interaction memorable, exceptional, and consistently above and beyond expectations.

Why Join Us?

Be part of a passionate, supportive, and employee-owned team, where every voice matters Work in a fast-growing, innovative company at the forefront of the optical industry Develop your skills with ongoing training, mentoring, and opportunities to take on new challenges Enjoy a friendly, collaborative environment where your contributions make a real impact Experience the satisfaction of helping shape outstanding customer experiences that truly make a difference Benefit from career progression opportunities, recognition, and a culture that rewards initiative and excellence.
If you're enthusiastic, customer-focused, and love delivering excellence while learning, growing, and going the extra mile, we'd love to hear from you!

Job Types: Full-time, Permanent

Pay: 28,000.00 per year

Work Location: In person