Customer Contact Specialist
Full‑time | 40 hours per week
Working hours:
40 hours per week between:
1. Monday–Friday: 8am–9pm
2. Saturday: 9am–8pm
3. Sunday: 9am–7pm
Weekend working on a rota basis
Salary:
£27, per annum, increasing to £28, after 6 months, plus performance‑related bonus.
About Optical Express
At Optical Express, we change lives by restoring vision. We are proud to be the UK’s leading private provider of laser eye surgery, premium intraocular lenses and cataract treatment, trusted by millions of patients for more than 35 years.
Our surgeons collectively perform more laser eye procedures than any other provider in the UK, and our teams support thousands of patients every week — making a real difference, every single day.
We succeed because of our people. We work collaboratively, support one another and are united by a culture built on care, trust and integrity. Beyond our clinics, we’re committed to making a positive impact through charitable initiatives and environmental projects, ensuring we do the right thing for our patients, our colleagues, our communities and our planet.
The Role
We’re looking for Customer Contact Specialists who enjoy engaging conversations and delivering exceptional customer experiences over the phone. No cold calling — you’ll be speaking with patients who have already expressed an interest in vision correction surgery.
This role is about building trust, understanding patient needs and guiding them confidently towards booking a consultation at one of our clinics. If you’re new to sales, don’t worry — full training is provided to give you the skills and confidence to succeed.
What You’ll Be Doing
4. Making outbound calls to patients who have enquired about vision correction surgery
5. Creating a positive, professional and reassuring experience for every patient
6. Clearly explaining treatment options and next steps
7. Building strong rapport and trust throughout the booking journey
8. Confidently addressing patient questions or concerns
9. Taking ownership of each interaction to ensure a high‑quality experience
10. Consistently meeting and exceeding performance and conversion targets
What We’re Looking For
11. A motivated, target‑driven mindset
12. Experience in outbound sales or a high‑volume customer service environment (desirable but not essential)
13. Excellent communication and persuasion skills
14. Resilience, confidence and a strong desire to succeed
15. Willingness to challenge yourself and exceed performance goals
Why Join Optical Express?
16. Clear earning progression with salary increase after 6 months
17. Bonus opportunities based on performance
18. Full training and ongoing support
19. Be part of a purpose‑driven organisation changing lives every day
20. A supportive team culture with long‑term career opportunities
What’s in it for you?
21. State of the art, modern working environments
22. 33 days’ annual leave per annum*
23. Free Laser Eye Surgery and Intraocular Lens Surgery
24. Free eye tests
25. Discounted prescription eye wear and sunglasses
26. Generous Optical Express friends and family discount scheme
27. Full training on refractive treatments and patient handling
28. Clear progression routes for top performers
29. Pension scheme