Membership Services Associate

5 months ago

Glasgow, United Kingdom Optical Express Group Full time

**Hours: Full Time 40hrs**

**Location: Glasgow, City Centre**

**Salary: Competitive + Bonus + Corporate Incentives**

Optical Express is the World’s leading provider of Laser eye surgery with the largest number of clinics throughout the UK and Europe. We treat over 100,000 patients every year with this life changing procedure. We also operate over 110 optical stores and a state of the art medical hospital and cosmetic treatment centre. The group operates in the UK, Ireland, Croatia, France, Germany, The US, Japan and The Netherlands.

A great opportunity has arisen to join Optical Express as one of our Membership Services Associates, based in our City Centre Office. Your challenge is to deliver the highest standard of professionalism, quality and service to our existing patients.

You will be talking both inbound and outbound calls from and to existing Patients of building a rapport, identify the reason for the call and Patient needs, and shape the call towards a successful resolution. You will also be responsible for liaising with our Retail stores throughout the UK and Ireland and other internal departments as and when required, in order to ensure complete Patient satisfaction.

**Key Responsibilities and Accountabilities**
- Taking Inbound and making Outbound calls to current Contact Lens Direct Debit Members
- Promote DD Membership
- Retain any existing customers looking to cancel
- Action payment queries - including processing payments
- Action patient accounts queries - including debt queries
- Mail merging
- Contacting Patients on the Direct Debit membership scheme, who are due for Sight test/Contact Lens Aftercare
- Making amendments to Patients accounts, actioning suspends, immediate dispatches, manual picks
- Dealing with any complaints as and when required highlighting issues to your Team Leader
- Ensuring that all KPI and set company targets are adhered to

**Minimum Requirements**
- Excellent telephone manner
- Meticulous attention to detail
- Extremely professional approach to work
- The ability to multi-task
- Demonstrate confidentiality, integrity and discretion
- Demonstrate a proactive approach to work and have a ‘can do’ attitude

**Desirable**
- A general understanding of the specific sector in which you hope to operate and the challenges faced by professionals
- Degree-educated or degree-calibre
- A passion or interest for refractive surgery/ eye-care
- A hands-on and customer-centric approach
- Ability to forge strong relationships in a commercial environment
- Determination to succeed and overall career ambition
- Ability to work as part of a team and on own initiative
- Highly motivated, personable with a friendly attitude

**Essential Skills**
- Excellent communication and presentation skills
- PC literate
- Must have experience of working with Excel
- Have been exposed to a customer care and targeted environment
- Ability to absorb and convey highly technical information
- Adaptable with a flexible approach to work
- Excellent time management skills and ability to prioritise tasks
- A confident and professional individual who has fantastic organisational skills
- Fluent English language skills are essential, (IELTS grade 6 or above)

This is a fantastic opportunity to join an established organisation where you will have the support to grow and develop within a professional working environment.

Optical Express is an equal opportunities employer

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