Optical Rebook Advisor

Job Title: Customer Rebook Advisor

Location: Head office, Swindon

Salary: £23,874.92 per annum pro rata

Reporting to: Scheduling Manager

Hours: full time 37.5 hours per week

Contract: Permanent

Background

OutsideClinic was founded in 1987 and has developed to become a leading provider of ‘at home’ eye care and hearing care. The business has revenues of £40m and employs 400 people. The business provides services to the older population group, that find it challenging to visit the high street.

Job Summary

We’re seeking a proactive and empathetic Customer Rebook Advisor to join our outbound rebook team. In this role, you’ll be contacting customers nationwide who are due or overdue their routine sight tests. This includes those typically at the 12-month mark as well as those who may have chosen or needed to wait longer, up to 18–24 months.

Your understanding of optical care will be key in helping customers appreciate the importance of regular sight tests and encouraging them to stay engaged with their care plans. You’ll manage your own call diary, making over 100 outbound calls per day with the goal of booking 30–40 appointments.

This is a fantastic opportunity to use your optical knowledge in a customer-focused role that supports better eye health across the UK.

Principle Accountabilities

• Contact existing and lapsed customers across the UK via outbound calls
• Book approximately 30–40 appointments daily from 100+ calls
• Build, manage and follow up on your own call-back diary
• Confidently handle objections while maintaining a caring and professional tone
• Use your optical knowledge to explain clinical notes and the importance of ongoing sight tests
• Use discretion to offer appropriate discounts to support rebooking
• Inform customers about OutsideClinic’s audiology services and how regular hearing checks complement eye care
• Accurately update and manage customer data using our bespoke internal systems
• Work closely with a small, supportive team based in Swindon
• Champion the customer within the business by gathering feedback and identifying areas for improvement
  
  

Skills & Attributes

• Previous experience in an optical environment
• Experience in outbound calling or customer service roles
• A target-driven approach with a genuine passion for helping people
• Strong communication and objection-handling skills
• Good organisational skills and the ability to self-manage a busy diary
• Ability to use computer systems confidently and accurately
• A patient-centred approach aligned with our values of clinical excellence
  
  

What We Offer

• Competitive salary.
• Private medical insurance
• Life assurance (4x salary)
• Access to health & wellbeing initiatives
• Contributory pension scheme (matched up to 5% upon successful completion of the probationary period)
• 22 days' holiday plus bank holidays
• Discounted eyewear and hearing products after a qualifying period
  
  

We’re on a mission to change lives through better sight and hearing - one home visit at a time. Since 1987, our team of dedicated professionals has been delivering life-enhancing care where it’s needed most.