A leading Optical manufacturer based in the Lancaster area are looking for a full time Customer Service Manager.

They supply high quality optical lab services into Opticians all across the UK, specialising in glazing, surfacing and tinting

Optical Customer Service Manager - Role

• Head office based, leading the Customer Service team


• Lead a team of 5 people


• Accountable for delivering a team mind-set of a customer centric approach, a desire to continually enhance the customer experience and to add value.


• Accountable for delivering a culture of high employee engagement, continuous learning and continuous improvement.


• Identify training needs within the team and ensure that all team members are suitably trained by using relevant coaching, mentoring and training techniques.


• Prepare, conduct and manage induction program for new starters - regularly reviewing performance and development and communicating decisions in a professional, timely and appropriate manner.


• Responsible for managing sickness absence, disciplinary, grievance and performance management of team members


• Accountable for the customer experience within customer care.


• Own the delivery of KPIs - track KPIs and ensure successful delivery.


• Proactively understand data (including KPIs) to form insights, taking ownership to drive action and continuously enhance the customer experience.


• Be a senior representative of customer care, working collaboratively across the business to drive improvements to the customer experience.


• Manage complaints; ensuring that all issues are resolved quickly and efficiently; minimising any impact to the customer experience and providing effective resolutions for both customers and the business.

Optical Customer Service Manager - Requirements

• Experienced Opticians Practice Manager or Dispensing Optician


• Strong leadership and management skills


• Ability to problem solve


• Excellent understanding of customer service


• Ability to track and understand KPI's


• Training experience

Optical Customer Service Manager - Benefits

• Base salary between £35,000 to £40,000


• Monday to Friday - 9am to 5pm


• 20 days holiday plus bank holidays


• Become part of the Employee Ownership team after 6 months

To avoid missing out on the opportunity please follow the ‘Apply Now' link and we will be touch as soon as possible.