Customer Engagement Advisor – Live Chat - #2195357

Customer Engagement Advisor – Live Chat

Hours: Full Time

Location: Glasgow City Centre – Office Based

Salary: From £27,040 per annum, plus excellent bonus potential

About Optical Express

Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology.

For over 35 years, millions of patients have trusted Optical Express with their eye care. As Europe's leading private provider of laser eye, premium intraocular lens and cataract surgery, our Surgeons collectively undertake more laser procedures than any other provider.

We support thousands of patients across our clinics every week, helping people to improve their vision and transform their lives.

Our success is built on the people who represent our business every day. We believe in working together, supporting one another and creating an environment where colleagues are encouraged to develop, perform and achieve their potential. We are committed to a culture built on care, trust, integrity and consistently high standards.

The Opportunity

We are looking for enthusiastic, driven and customer-focused individuals to join our Live Chat team in Glasgow.

This is an exciting opportunity for someone who enjoys communicating with people, building relationships and delivering outstanding customer experiences through digital channels.

As a Customer Engagement Advisor, you will be one of the first points of contact for people considering treatment with Optical Express, as well as existing patients requiring assistance. You will play an important role in understanding their needs, providing clear and helpful information, building confidence in our services and guiding them towards the next stage of their patient journey.

This is more than simply responding to incoming messages. We are looking for individuals who can take ownership of conversations, recognise opportunities, ask the right questions and confidently guide customers towards booking a consultation or appointment.

You will be supported through comprehensive training, ongoing coaching and development, with the opportunity to earn additional bonus through your individual performance.

What will you be doing?

Your responsibilities will include:

• Managing multiple live chat conversations simultaneously, maintaining high standards of accuracy, professionalism and engagement.
• Responding promptly and effectively to enquiries from prospective patients and existing customers.
• Building rapport and establishing trust through engaging, personalised and professional written communication.
• Understanding individual customer needs, asking relevant questions and identifying the most appropriate next steps.
• Proactively converting enquiries into booked consultations, sight tests and other appointments.
• Confidently communicating the benefits of Optical Express services and helping customers make informed decisions.
• Handling questions, concerns and objections with empathy, confidence and a solution-focused approach.
• Taking ownership of conversations and following up where appropriate to maximise customer engagement and appointment opportunities.
• Maintaining accurate and comprehensive patient records and ensuring all relevant information is captured.
• Working collaboratively with colleagues and other departments to deliver a seamless patient experience.
• Consistently working towards individual and team performance objectives, with a focus on customer experience, quality and results.

What are we looking for?

We are interested in people with the right attitude, communication skills and motivation to succeed. Previous experience in a contact centre, customer service, sales or digital customer engagement environment would be advantageous, but is not essential for candidates who can demonstrate the right qualities.

The successful candidate will demonstrate:

• Excellent written communication skills, with the ability to communicate clearly, naturally and professionally.
• A confident and engaging approach to customer interaction, with the ability to build rapport quickly.
• Strong listening, questioning and conversational skills, with the ability to understand what a customer really needs.
• A proactive and commercially aware mindset, recognising opportunities to progress conversations and secure appointments.
• The ability to manage multiple conversations simultaneously without compromising quality or attention to detail.
• Confidence in handling questions, overcoming objections and responding positively to challenging situations.
• A customer-first attitude, demonstrating empathy, patience and a genuine desire to help people.
• Strong organisational skills and the ability to work effectively in a fast-paced, target-driven environment.
• Good IT skills and the confidence to learn new systems and technologies.
• A positive attitude towards feedback, coaching and continuous improvement.

Above all, we want people who are enthusiastic, motivated and take pride in delivering a great experience while achieving great results.

What's in it for you?

We believe in recognising and rewarding our people and providing opportunities to develop their careers.

Our benefits include:

• Competitive starting salary of £27,040 per annum.
• Excellent bonus earning potential, rewarding individual and team performance.
• 33 days annual leave (including bank holidays).
• Free Laser Eye Surgery and Intraocular Lens Surgery.
• Free eye tests.
• Discounted prescription eyewear and sunglasses.
• Generous Optical Express friends and family discount scheme.
• Comprehensive initial training and ongoing development.
• Regular coaching and opportunities to develop your skills and progress your career.
• Modern, state-of-the-art working environment.
• Pension scheme.

Why join Optical Express?

Joining Optical Express means becoming part of an established organisation where your contribution genuinely matters.

You will be joining a supportive and ambitious team, working in a fast-paced environment where no two conversations are the same. You will have the opportunity to develop valuable communication and commercial skills, make a positive difference to customers and patients, and be rewarded for your contribution.

If you are confident in your communication skills, enjoy engaging with people and have the drive to deliver both exceptional customer experiences and outstanding results, we would love to hear from you.

Optical Express is an equal opportunities employer.