Returns Processing Operative

WHO WE ARE

If you\’ve worn a pair of glasses, we\’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest, and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear, and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò, and the GrandVision network), and leading e-commerce platforms.

Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

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Your #FutureInSight with EssilorLuxottica

Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what\’s possible!

We are seeking a detail-oriented Returns Advisor who is passionate about providing excellent quality products and outstanding customer service. This role is based on-site in Thornbury, managing customer expectations with technical knowledge of product manufacturing capabilities and limitations.

Our returns team will help you develop a broad technical knowledge spanning all our product portfolios, manufacturing and glazing processes, optical tolerances & regulations, and internal systems. Your keen eye for detail and strong desire to learn will ensure your success in this role.

Main responsibilities:

1. Use of a variety of Essilor systems to locate, review, and register customer return orders.
2. Assess returned spectacle lenses.
3. Visually inspect and analyze returned spectacle lenses and customer orders to identify and resolve manufacturing, glazing, or service faults.
4. Process warranty claims, commercial agreements, and customer errors according to internal guidelines and terms & conditions.
5. Process return orders (Remake, Credit, Edge & Fit, Return Unactioned).
6. Provide effective outbound telephone customer service, including assessment findings and support solutions.
7. Monitor See4C Helpdesk and emails.

Main requirements:

1. High standards, attention to detail, and good organizational skills for physical, visual, and digital assessment of returned lenses/orders.
2. Strong problem-solving skills and effective escalation of queries.
3. A positive, proactive attitude.
4. Excellent telephone manner and communication skills—confident, calm, and clear.
5. Proficient PC, data entry, and administrative skills.
6. Ability to work independently and as part of a team.
7. Educational qualifications including Maths and English.

Desirable:

1. Experience in customer service environments.
2. Optical background, especially with knowledge of Essilor products and lens/frame differences.
3. Understanding of optical defects and assessment experience.
4. Familiarity with AS400 queries and resolution.
5. High standards, attention to detail, and organizational skills.
6. Experience with AS400, SAP, See4C systems.

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