Description Main Responsibilities/Main Tasks Team Management Schedule and oversee daily activities of the support team and conduct regular performance reviews, feedback, and training. Lead, mentor and develop a team of technical support specialists. Support a team of skilled operators to deliver an effective and efficient returns process. Ensure all technical support cases are documented and tracked accurately within the system. Returns Management Primary point of contact for escalated technical issues to diagnose and resolve. Analyse return trends and implement strategies to reduce return rates and report back to the senior management team. Oversee the returns process ensuring all returns are processed efficiently and in compliance with Company Policies. Troubleshooting patient visual issues and dispense difficulties or queries. Coordinate with the production team to manage inventory affected by returns. Carry out assessments of returned spectacle lenses to identify faults and defects. Troubleshooting patient visual issues and dispense difficulties or queries. Personal Development Maintain an in-depth understanding of the companies’ optical products and technologies and provide training to the team when needed. Stay updated on optical trends and advancements to continuously improve the support process. Qualifications Qualifications - Education/Experience levels/Skills and Expertise … Dispensing Optician High level understanding of Customer Service processes Excellent people skills. Relevant personal development activities; ILM, NVQ, supervisory training. Good IT skills. Good understanding of ISO requirements. Specific Skills/Qualities Required The ability to relate and achieve the best performance through people. To understand what key measures the business requires. A person who actively strives to develop themselves and others.