Duncan & Todd Group is one of the leading optical and hearing care providers based in Scotland. In operation for over 50 years, our brands include: Duncan and Todd, 2020, Douglas Dickie, JM Macdonald, James Hughes, Browns, IC Andrew, and Smart Employee Eyecare.
Main Purpose of Role
We are looking for a Customer Service Administrator to provide customer service and administrative support across Smart Employee Eyecare (SEE) and Caledonian Optical. This role is part time - 20 hours per week.
The Customer Service Administrator will act as a key contact for clients, branches, and network opticians - handling calls, processing orders and vouchers, managing incoming emails, and supporting the day-to-day delivery of outstanding service. This role ensures the smooth running of the customer journey from enquiry to fulfilment.
Core Responsibilities
* Act as the first point of contact for incoming telephone calls from customers and branch staff - handling enquiries professionally and efficiently.
* Monitor and respond to the customer service inbox, providing timely and helpful responses to queries.
* Assist customers with order updates, voucher requests, delivery questions, and general product/service information.
* Escalate service issues or complaints to the Head of Business Development where necessary, ensuring resolution is prompt and satisfactory.
* Maintain accurate records of customer communications and actions taken.
* Process SEE and corporate eyecare vouchers, forms, and spectacle orders - ensuring all entries are accurate and recorded in the appropriate systems.
* Package and dispatch spectacles from Caledonian Optical to the correct branch, client, or Network Optician, ensuring packaging is secure and compliant.
* Assist with the dispatch and receipt of sample frames to and from Network Opticians.
* Process delays, order discrepancies, or special requests, and update clients or branches accordingly.
* Handle requests for SEE materials, eyecare packs, and promotional items, ensuring accurate fulfilment.
* Coordinate with designated contacts at client companies and Network Opticians to ensure expectations are met.
* Assist with stock checks and routine customer updates.
* Process eyecare forms and vouchers and record and process sight tests and spectacle orders as appropriate, ensuring all queries, cancellations and non-conformances are noted and acted upon.
* Create and update client records in systems.
* Support daily reporting tasks by extracting and manipulating order data as required.
* Work alongside the Accounts Department to support invoice processing and payment queries.
* Ensure general office administration duties are carried out including mail handling, filing, franking, and stock control.
Additional Responsibilities
* Assist the Head of Business Development with internal projects, service improvements, and promotional campaigns.
* Maintain an up-to-date understanding of all current SEE/Caledonian promotions, services, and product offerings, and communicate these effectively to clients.
* Promote positive relationships with internal teams, clients, and Network Opticians.
* Maintain a professional, organised, and customer-focused approach at all times.
* Perform other duties as required to support the success of the SEE and Caledonian Optical teams.
As a company, the D&T Group offer:
* 29 days annual leave (full time equivalent) inclusive of public holidays
* Staff Discount including; 2 x 100% off discount vouchers for spectacles, sunglasses or annual supply of contact lenses per calendar year + generous discount for family and friends
* High Street Vouchers: Discounts for high street shops, supermarkets, restaurants and cinemas through our partner discount platform.
* Employee Assistance Programme: Comprehensive support for all employees from our partners, Care First
* The opportunity to work for a company that cares.
* Career progression opportunities and further training.
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