Job Description

Main Purpose of Role

We are looking for a Customer Service Assistant to provide customer service and administrative support across Smart Employee Eyecare (SEE) and Caledonian Optical.

The Customer Service Assistant will act as a key contact for clients, branches, and network opticians--handling calls, processing orders and vouchers, managing incoming emails, and supporting the day-to-day delivery of outstanding service. This role ensures the smooth running of the customer journey from enquiry to fulfilment.

Core Responsibilities:

Act as the first point of contact for incoming telephone calls from customers and branch staff--handling enquiries professionally and efficiently. Monitor and respond to the customer service inbox, providing timely and helpful responses to queries. Assist customers with order updates, voucher requests, delivery questions, and general product/service information. Escalate service issues or complaints to the Head of Business Development where necessary, ensuring resolution is prompt and satisfactory. Maintain accurate records of customer communications and actions taken. Process SEE and corporate eyecare vouchers, forms, and spectacle orders--ensuring all entries are accurate and recorded in the appropriate systems. Package and dispatch spectacles from Caledonian Optical to the correct branch, client, or Network Optician, ensuring packaging is secure and compliant. Assist with the dispatch and receipt of sample frames to and from Network Opticians. Process delays, order discrepancies, or special requests, and update clients or branches accordingly. Handle requests for SEE materials, eyecare packs, and promotional items, ensuring accurate fulfilment. Coordinate with designated contacts at client companies and Network Opticians to ensure expectations are met. Assist with stock checks and routine customer updates. Process eyecare forms and vouchers and record and process sight tests and spectacle orders as appropriate, ensuring all queries, cancellations and non-conformances are noted and acted upon. Create and update client records in systems. Support daily reporting tasks by extracting and manipulating order data as required. Work alongside the Accounts Department to support invoice processing and payment queries. Ensure general office administration duties are carried out including mail handling, filing, franking, and stock control.

Additional Responsibilities:

Assist the Head of Business Development with internal projects, service improvements, and promotional campaigns. Maintain an up-to-date understanding of all current SEE/Caledonian promotions, services, and product offerings, and communicate these effectively to clients. Promote positive relationships with internal teams, clients, and Network Opticians. Maintain a professional, organised, and customer-focused approach at all times. Perform other duties as required to support the success of the SEE and Caledonian Optical teams.
Job Types: Part-time, Permanent

Pay: 12.21 per hour

Expected hours: 20 per week

Benefits:

Company pension Employee discount
Work Location: In person