Retail Support Assistant

1 week ago

Macclesfield SK AJ, United Kingdom Specsavers Macclesfield Full time £20,000 - £30,000 per year

Job Title: Retail Operations Assistant – Office Based

Role Purpose

To ensure smooth and efficient store operations through effective administrative support, customer service via phone, and accurate management of NHS claims and payments. This role is office-based, with occasional support on the shop floor as needed. Full training will be provided in both optical and hearing services.

Key ResponsibilitiesAdministrative & Operational Support

  • Manage daily administrative tasks to support store operations and ensure a seamless and well-organised customer journey.
  • Maintain accurate records of appointments, customer interactions, and operational data.
  • Coordinate internal communications and support the retail team with scheduling and logistics.
  • Monitor and manage stock levels, deliveries, and supplier communications.
  • Ensure compliance with company policies and NHS guidelines.

Customer Service (Phone-Based)

  • Handle inbound and outbound calls professionally, assisting customers with appointments, product queries, and service updates.
  • Provide advice on frame and lens options, store offers, hearing devices, and general optical and hearing services we provide.
  • Resolve customer concerns and queries efficiently, ensuring a positive experience.

NHS Claims & Payments

  • Administer NHS optical claims accurately and in line with current regulations.
  • Submit and track payments, ensuring timely processing and reconciliation.
  • Liaise with NHS bodies and internal teams to resolve discrepancies or queries.
  • Maintain up-to-date knowledge of NHS procedures and changes to ensure compliance.

Occasional Shop Floor Support

  • Assist with in-store customer service during peak times or staff shortages.
  • Support with frame styling, collections, and basic dispensing when required.

Training

  • Full training will be provided in optical and hearing services, including product knowledge, customer service standards, and NHS procedures.

Skills & Experience

Essential:

  • Strong administrative and organisational skills.
  • Experience in customer service, ideally in a retail or healthcare setting.
  • Excellent verbal and written communication.
  • Proficiency in using computer systems and managing data.
  • Attention to detail and ability to work independently.

Desirable:

  • Knowledge of NHS optical claims processes.
  • Familiarity with optical or audiology products and services.

Behaviours

  • Care for Each Other – Supportive and respectful team member.
  • Work as One Team – Collaborative and customer-focused.
  • Keep It Simple, Get It Done – Efficient and proactive.
  • Always Improve Things – Open to feedback and continuous improvement.
  • Treat Money Wisely – Responsible and cost-conscious.
  • Do the Right Thing – Ethical and goal-oriented.

Job Type: Full-time

Pay: From £24,265.00 per year

Benefits:

  • Additional leave
  • Company pension
  • Employee discount
  • Enhanced maternity leave
  • Enhanced paternity leave
  • Sick pay
  • Store discount

Work Location: In person

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