The Learning Shop

Vacancy details

Job title: Optical Assistants
Job ref: TLS818AD

Key Responsibilities of the Role (But not limited to the role):

- To act as a Vision Express brand ambassador creating a welcoming environment for all customers and ensuring their expectations are exceeded throughout the customer journey.

- To maintain a high standard of personal presentation at all times in accordance with company requirements whilst complying with Vision Express uniform standards.

- To maintain professional standards of conduct, ensuring that our brand behaviours and Company values are consistently adhered to.

- To actively contribute towards achieving the stores KPIs and targets through the delivery of exceptional customer service and the implementation of Vision Express promotions.

- To respond to customer needs efficiently and effectively through answering the telephone and/or greeting customers in a prompt and polite manor.

- To deliver a seamless customer journey through the meeting/greeting, offering of refreshments, initial eye examinations, dispensing, fitting and collections of all Vision Express customers.

- To provide accurate and knowledgeable advice and guidance to meet each customer’s specific needs through the recommendations made, selection and purchase of all types of eye-wear and eye-care solutions.

- To conduct eyewear repairs and order replacements when required, effectively escalating any customer complaints to management in a timely manner where necessary.

- To ensure all in-store administration is completed accurately and all manual and computerised customer records are maintained in accordance with company guidelines and relevant data protection laws.

- To take ownership of store standards ensuring the store is merchandised and maintained to company standards.

- To take personal responsibility for self-development throughout your Vision Express journey ensuring compliance for all e-learning modules is met at all times. To be proactive in maintaining and developing knowledge through participation in company training modules and development programmes.

- To participate in all stock take activity as determined by the management team.

- To attend and participate in morning briefs and team meetings when required.

- Key holder duties after successful completions of silver and additional training (if and when required)

Additional Responsibilities:

- Where applicable, to use in-store laboratory equipment in the production and manufacture of high quality eyewear ensuring;

  • The quality of eyewear produced in the laboratory is compliant with company standards and produced within the agreed/specified timeframe.
  • All laboratory equipment is maintained/calibrated in accordance with company guidelines.
  • Effective lens usage in accordance with company guidance/policy and thus contribution to store cost control.
  • The laboratory lens and consumable stock levels are stored correctly and in accordance with company policy.

- Duties may vary in accordance with customer demand and store structure.

Key Performance Indicators:

Customer Focus

  • Positive customer feedback (no adverse customer feedback)
  • Positive management team feedback
  • Total Satisfaction Guarantee delivered
  • Eyewear produced in accordance with prescription and tolerance chart
  • Lab production and quality KPIs achieved as directed by Lab/Store Management

Key Performance Indicators

  • Works proactively as part of a team to deliver exceptional service and to achieve KPIs as directed by management
  • Eyecare and product solutions recommended in accordance with professional, company and ethical standards
  • All appropriate company products and services offered
  • Eyewear Production o Contributes to acceptable quality results in bi-monthly quality audits and mystery shopper reports
  • Lab production and quality KPIs achieved as directed by Lab/Store Management
  • Eyewear produced in accordance with prescription and tolerance chart
  • No remakes


  • All records maintained accurately and in accordance with company procedures and Data Protection
  • All administration completed accurately and in accordance with company procedures.

Lab standards/procedures

  • Equipment maintained and calibrated in accordance with company guidelines and the Laboratory manual
  • Laboratory stocks and consumables are stored appropriately.


  • Takes personal responsibility for self-development and actively participates in company development programmes and in store training

Limits of Authority:

- Operate in accordance with the Vision Express total satisfaction guarantee and in store procedures

- Refer complex customer issues to senior management team effectively and in an efficient time scale

- Where applicable all dispensing to be in accordance with GOC legislation an within company policies and procedures

- Maintain lab procedures and eyewear production within company guidelines and in accordance with current laboratory manuals

Person Specification:

- Must demonstrate a passion for delivering excellent customer service

- Will be able to create a warm and welcoming environment for all team members and customers

- Will have a thirst for developing their own knowledge and sharing learnings with others in the team

- Must demonstrate an organised approach to dealing with customers and tasks within the store

Key Skills, Knowledge and Experience:

- Ideally educated to GCSE grade C and above including English and Maths and/or equivalent experience.

- Basic IT skills required

- Effective communication – both verbal and written

- Manual dexterity required

- Ideally proven experience in optics and/or retail environment or experience in a similar production/manufacturing environments

Personal Attributes:

- A collaborative team player

- Positive, enthusiastic and proactive worker

- Warm and friendly approach to all types of people

- Passionate about customer service

- Disciplined and well organised with the ability to work under pressure in a fast paced environment

- Presents a can do attitude to tasks, able to work alone and with others

Town/city: Bluewater
Region: Kent
Country: United Kingdom
Job type: Permanent
Hours: Full-Time
Contracted Hours: Hours TBC
Salary: Competitive
Application deadline: 18 December 2018
Start date: ASAP

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