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Wrexham, Clwyd Clockwork Organisation Ltd t/a Travail Employment

Optical Support and Returns Manager
35,000 per annum
Permanent role in Wrexham
Additional benefits:

  • Salary Enhancements with length of service.
  • 31 days holiday (including bank holidays).
  • Life Assurance.
  • Enhanced pension.
  • Free parking.
  • Full training provided.



The Role:
Our client, a leading manufacturer in their industry, are expanding their Customer Service Team and are looking to appoint an Optical Support and Returns Manager. This will involve managing and maintaining the daily operations of the team, handling queries from eye care professionals as well as managing the returns process.
If you have optical retail experience, then we want to hear from you!

Responsibilities of the Optical Support and Returns Manager:

Team Management

  • Schedule and oversee daily activities of the support team and conduct regular performance reviews, feedback, and training.
  • Lead, mentor and develop a team of technical support specialists.
  • Support a team of skilled operators to deliver an effective and efficient returns process.
  • Ensure all technical support cases are documents and tracked accurately within the system.

Returns Management

  • Primary point of contact for escalated technical issues to diagnose and resolve.
  • Analyse return trends and implement strategies to reduce return rates and report back to the senior management team.
  • Oversee the returns process ensuring all returns are processed efficiently and in compliance with Company Policies.
  • Troubleshooting patient visual issues and dispense difficulties or queries.
  • Coordinate with the production team to manage inventory affected by returns.
  • Carry out assessments of returned spectacle lenses to identify faults and defects.
  • Troubleshooting patient visual issues and dispense difficulties or queries.


Requirements of the Optical Support and Returns Manager:

  • Experience working in an Opticians.
  • The ability to relate and achieve the best performance through people.
  • Effective communication skills (listening, verbal, written).
  • Experience of dealing with customers.
  • Excellent problem solver.
  • IT Literate.


Additional skills/job titles: Dispensing Optician Customer Service Manager, Dispensing Optician, Dispensing Assistant, Optical, Optician.
Note: If this job is not for you but you are looking for a new opportunity, please contact us for a confidential discussion on your career.

To Apply
This vacancy is advertised by Travail Employment Group who are acting as an Employment Agency.

Once you click to apply for this job your application will be immediately received by Travail Employment Group. If your application is successful a consultant will be in contact with you within the next 7 days. If we have not contacted you within 7 days you may not have been successful for this position but please feel free to give us a call to discuss similar roles.

All candidates registering with Travail Employment Group will need to provide proof of identity, and evidence of any experience, training and qualifications our client considers necessary for this position.

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