Job Title: Customer Rebook Advisor
Location: Head office, Swindon
Salary: £23,874.92 per annum pro rata
Hours: full time 37.5 hours per week
Reporting to: Scheduling Manager
Contract: 6-month fixed term contract
Background
OutsideClinic was founded in 1987 and has developed to become a leading provider of ‘at home’ eye care and hearing care. The business has revenues of £40m and employs 400 people. The business provides services to the older population group, that find it challenging to visit the high street.
Job Summary
We’re seeking a proactive and empathetic Customer Rebook Advisor to join our outbound rebook team. In this role, you’ll be contacting customers nationwide who are due — or overdue — their routine sight tests. This includes those typically at the 12-month mark as well as those who may have chosen or needed to wait longer, up to 18–24 months.
You’ll be responsible for building and managing your own call diary, making over 100 outbound calls per day with the aim of booking 30–40 appointments. Calls will vary in length, from detailed conversations to voicemails and no answers.
This is an excellent opportunity to contribute to a clinically excellent service, supporting customers in maintaining their eye health, and encouraging continued engagement with their optician’s care plan.
Principle Accountabilities
* Contact existing and lapsed customers across the UK via outbound calls
* Book approximately 30–40 appointments daily from 100+ calls
* Build, manage and follow up on your own call-back diary
* Confidently handle objections while maintaining a caring and professional tone
* Read and interpret previous clinical notes to explain the importance of ongoing sight tests
* Use discretion to offer appropriate discounts to support rebooking
* Inform customers about OutsideClinic’s audiology services and how regular hearing checks can benefit their overall health and wellbeing, especially when paired with routine eye care
* Accurately update and manage customer data using our bespoke internal systems
* Work closely with a small, supportive team based in Swindon
* Champion the customer within the business. Gather feedback, identify pain points, and work with departments to improve experiences and perceptions.
Skills & Attributes
* Experience in outbound calling or customer service roles
* A target-driven approach with a genuine passion for helping people
* Strong communication and objection-handling skills
* Good organisational skills and the ability to self-manage a busy diary
* Optical knowledge or experience desirable
* Ability to use computer systems confidently and accurately
* A patient-centred approach aligned with our values of clinical excellence
What we offer
* Competitive salary.
* Private medical insurance
* Life assurance (4x salary)
* Access to health & wellbeing initiatives
* Contributory pension scheme (matched up to 5% upon successful completion of the probationary period)
* 22 days' holiday plus bank holidays
* Discounted eyewear and hearing products after a qualifying period
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