Customer Contact Specialist

Full‑time | 40 hours per week

Working hours:

40 hours per week between:

• Monday–Friday: 8am–9pm
• Saturday: 9am–8pm
• Sunday: 9am–7pm

Weekend working on a rota basis

Salary:

£27,040 per annum, increasing to £28,080 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

• Making outbound calls to patients who have enquired about vision correction surgery
• Creating a positive, professional and reassuring experience for every patient
• Clearly explaining treatment options and next steps
• Building strong rapport and trust throughout the booking journey
• Confidently addressing patient questions or concerns
• Taking ownership of each interaction to ensure a high‑quality experience
• Consistently meeting and exceeding performance and conversion targets

What We’re Looking For

• A motivated, target‑driven mindset
• Experience in outbound sales or a high‑volume customer service environment (desirable but not essential)
• Excellent communication and persuasion skills
• Resilience, confidence and a strong desire to succeed
• Willingness to challenge yourself and exceed performance goals

Why Join Optical Express?

• Clear earning progression with salary increase after 6 months
• Bonus opportunities based on performance
• Full training and ongoing support
• Be part of a purpose‑driven organisation changing lives every day
• A supportive team culture with long‑term career opportunities

What’s in it for you?

• State of the art, modern working environments
• 33 days’ annual leave per annum*
• Free Laser Eye Surgery and Intraocular Lens Surgery
• Free eye tests
• Discounted prescription eye wear and sunglasses
• Generous Optical Express friends and family discount scheme
• Full training on refractive treatments and patient handling
• Clear progression routes for top performers
• Pension scheme