Inbound Sales Advisor -Glasgow

Job ID
Permanent Full-Time
Job Category
Contact Centre


Optical Express surgeons have performed over 1 million refractive surgery procedures worldwide. In a recent survey of 252,179 Optical Express patients, over 99% told us they would recommend us to their family and friends. Globally, our ophthalmic surgeons have a combined surgical experience of over 1,000 years practising ophthalmology and over 700 years performing refractive surgery. Every year in the UK, more than double the number of patients trust Optical Express to perform their laser eye surgery than any other provider. In a study completed in September 2014 of 336,381 Optical Express patients with the most common prescriptions we treat, over 99% achieved 20/20 vision or better following treatment.


Role Summary

Job Title – Inbound Sales Advisor

Location – Glasgow

Hours – 40hrs over various shift patterns

Competitive salary, bonus & benefits, full training will be given.


We currently have a need to expand our inbound customer service team with individuals who work well under pressure, are articulate, enthusiastic and are focused in offering all of our patients a world class experience. You will be working in our state of the art customer contact centre based in the centre of Glasgow with easy access to all forms of public transport. This role will involve answering a variety of calls from various different sources with the objective of providing excellent customer service at all times

Our main business is refractive eye surgery and you may be booking patients for a consultation at one of our nationwide clinics in order that they can get more information on this life changing procedure. Our existing patients may also call in to book a sight test or contact lens check. You will be working as part of a team but you will be you will be rewarded on your individual performance.



Key Responsibilities and Accountabilities

Your day to day role will involve:

  • Acting as 1st point of contact for internal and external customers
  • To deal with customer enquiries quickly and efficiently maturing all calls at 1sttouch where possible
  • Proactively identify opportunities to upsell company products to suit the patient’s needs
  • Booking consultations, sight tests and post-operative care appointments into our clinic diaries within the business guidelines
  • Maintain and develop product knowledge and customer service skills
  • Ongoing support provided by your team leader via coaching, feedback and personal development
  • Escalating issues that can’t be resolved immediately in line with company SLA
  • Accurate updating of patient records on back of telephony interactions


Minimum Requirements

Essential Requirement for the role:

  • Great communication skills
  • Excellent telephone manner
  • Ability to work toward KPIs
  • Excellent attention to detail
  • Computer literate
  • Ability to build rapport with potential patients
  • Articulate, enthusiastic and outgoing personality
  • Ability to work as part of a team
  • Can do attitude
  • Ability to ensure a positive and professional approach at all times

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