Retail Support Assistant

4 days ago

Macclesfield, United Kingdom Specsavers Macclesfield Full time

**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.

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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