At a Glance
- Tasks: Support patients with their Contact Lens Membership, resolving account issues and ensuring service continuity.
- Company: Join Optical Express, a leading name in eye care for over 35 years.
- Benefits: Enjoy 33 days annual leave, free eye surgery, and discounts on eyewear.
- Other info: Work in a modern environment with clear progression routes and full training provided.
- Why this job: Make a real difference in patients' lives while developing your customer service skills.
- Qualifications: Experience in customer service or account support is a plus; strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
Location: Glasgow City Centre – Office Based
Hours: Full Time, 40 hours per week
Salary: £27,040 – £27,560
Join the Optical Express Membership Services Team. For over 35 years, Optical Express has been a trusted name in eye care, transforming the lives of millions across the UK and Europe. We are the number one provider of laser eye, premium intraocular lens, and cataract surgery in Europe. Now, we are looking for a dedicated Membership Services Associate to join our growing team in Glasgow City Centre.
In this role, you’ll provide vital support to patients on our Contact Lens Membership Scheme, helping them manage their Direct Debit accounts, resolve account issues, and ensure continuous service without disruption. This is a key customer support and account coordination role, ideal for individuals with a background in customer care, credit control, debt collection, product logistics, or retentions.
Key Responsibilities:
- Account Support & Problem Resolution: Handle inbound and outbound contact with patients regarding failed payments, account queries, and service continuity.
- Retention-Focused Service: Use empathy and strong communication skills to support patients through account issues, promoting the value of continued membership.
- Administrative Accuracy: Update account information, record payment attempts, and liaise with internal teams to coordinate contact lens dispatches.
- Compliance & Escalation: Ensure all actions comply with company policies and industry regulations. Escalate complex queries where appropriate.
- Customer Experience: Deliver a consistent and high-quality service experience that promotes trust and loyalty.
Skills & Experience:
- Previous experience in a customer service, debt collection, retentions, logistics, or healthcare account support role is desirable.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities with a calm, reassuring manner.
- Ability to manage time effectively and prioritise workload in a fast-paced environment.
- Good IT skills and familiarity with CRM systems or customer databases.
- Experience in managing sensitive or confidential information with professionalism and discretion.
What’s in it for you?
- State of the art, modern working environments
- 33 days annual leave
- Free Laser Eye Surgery and Intraocular Lens Surgery
- Free eye tests
- Discounted prescription eye wear and sunglasses
- Generous Optical Express friends and family discount scheme
- Full training on refractive treatments and patient handling
- Clear progression routes for top performers
- Pension scheme
If you’re passionate about customer care, enjoy solving problems, and thrive in a team-focused environment, then we’d love to hear from you. Optical Express is an equal opportunities employer.
Membership Services Associate in Glasgow employer: Optical Express
Optical Express is an exceptional employer located in the heart of Glasgow, offering a vibrant work culture that prioritises employee well-being and professional growth. With a commitment to excellence in patient care and a supportive team environment, employees enjoy generous benefits such as 33 days of annual leave, free eye surgeries, and ongoing training opportunities, making it a truly rewarding place to build a career in HR.
StudySmarter Expert Advice🤫
We think this is how you could land Membership Services Associate in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Optical Express. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Optical Express before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Membership Services Associate in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Optical Express:Your cover letter is your chance to shine! Tell us why you want to work at Optical Express specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Optical Express!
How to prepare for a job interview at Optical Express
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
