Customer Service Centre Representative in Thornbury

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 including the Essilor brand with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands like Ray‑B, 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 GrandVision. Our leading e‑commerce platforms provide excellent service as well.

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

Discover more by following us on LinkedIn! 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!

Your role

We are looking for a customer‑service centre representative who will provide customers with an effective and easy‑to‑use telephone call‑centre service that offers solutions, support and information at the time of interaction.

We want to empower you to add value to our customers’ experience and exceed their expectations. The challenges of the role come from the breadth of knowledge required across systems and products, delivering an effective service during peak season/operational issues while balancing customer demands. This role is based in our Thornbury centre, but applicants requiring hybrid or remote working may be accommodated if agreed during the onboarding process.

Main responsibilities

• Provide customers with solutions, support and information at the time of interaction, covering order chase, order placement, order queries, stock issues, technical, resolve EDI queries, deliveries, pricing and promotion.
• Expedite urgent customer orders.
• Accurately and precisely enter/process orders, POS and credits same day, applying knowledge of products.
• Create quality Salesforce cases and contacts, avoid duplication, send to the correct team, close cases raised and make follow‑up calls in a timely manner. Include adherence to the Customer complaints procedure.
• Work cross‑functionally and across sites to obtain information and keep the business updated.
• Escalate issues to Team Manager and Business Development Managers as appropriate.
• Continuously contribute to an improvement culture that strives to continually improve our service to customers.
• Ensure compliance with company policies and procedures, Health & Safety guidelines and environmental responsibilities.
• Keep up to date by participating in continuous training opportunities e.g., Leonardo, new products.
• Act as a role model holding yourself and others accountable to company principles and values.

Main requirements

• Previous experience in a customer‑service environment, demonstrating passion and tenacity to deliver first‑class service.
• Excellent telephone manner and communication skills – confident, calm and clear.
• Strong problem‑solving skills and ability to use initiative or escalating queries effectively.
• Ability to work under own supervision while being a strong team player.
• Consistently high standards, high attention to detail and good organizational skills.
• Excellent PC, data entry and administration skills.

Preferable

• Demonstrable experience with SAP, AS400, Annapurna or similar platforms.
• Proven experience using a CRM system such as Salesforce.
• Good working knowledge of Microsoft Office applications.
• General education qualifications including Maths and English.
• Background with optical products.

What’s in it for you

• Company‑funded provision of Healthshield, our healthcare cashback programme.
• Performance‑related bonuses, and opportunities to become a Shareholder.
• Free and discounted EssilorLuxottica products, including frames and lenses.
• Hybrid working, with up to 40% of your time spent at home.
• Enhanced annual leave, sickness leave, and more.

Recruiting process

Our recruitment process may vary; if you are selected, you will be contacted by our recruiters to guide you through the specific steps for your application.