Jennie joined the OCCS in 2016 and is the head of the Optical Consumer Complaints Service. She oversees the mediation process and provides a crucial link between the General Optical Council and stakeholders in the optical sector to ensure the trial is delivering an impartial, efficient and effective resolution service, meeting the needs of clients, optical professionals, practices and their representatives.

Jayne is part of the OCCS Senior Resolution Team. Her experience at reviewing complaints and procedures, combined with over 10 years’ complaints resolution experience are put to good use for consumers and practitioners by resolving the more complex complaints.

Dawn joined the OCCS in 2016. She began working in optics in 1984 and has performed a variety of roles from receptionist, assistant manager, manager, and regional manager’s assistant. As a regional manager’s assistant she oversaw 25 branches, making sure they hit performance and budgets as well as recruiting staff and dealing with unresolved complaints, providing assistance to the manager when needed. In 2013 she returned to practice as an Optical Advisor where she dispensed all levels of spectacles.

Dawn is an OCCS resolution manager providing day to day contact with consumers and practitioners.

Kayleigh started her career in optics in 2011 as an Optical Consultant. During her seven years in practice, Kayleigh dispensed all levels of spectacles and progressed from Assistant Manager to Practice Manager positions.

Within all these roles, Kayleigh was responsible for managing performance and budgets as well as recruitment and training, dealing with complaints and supporting directors and regional management.

Kayleigh is an OCCS resolution manager providing day-to-day contact and advice to both consumers and practitioners.

Toni Taylor is the Mediation Services Manager. Joining the OCCS in 2017, Toni manages operations to ensure effective and efficient delivery of the service. Toni specialises in data analysis to derive insights to support recommendation for service improvement, along with managing logistics to ensure smooth operational delivery of the service. Toni helps to sustain and build key stakeholder relationships, while providing support and guidance to the team as well as aiding client and practice enquiries.

Rachael started out in retail before moving to optics in 2006 as an Optical Assistant. She progressed from Assistant Manager to Practice Manager of a new store, before becoming the Group Optical Coordinator for a period of 4 years. In this position she would also provide managerial support and staff development for the practices.

Before joining the OCCS, Rachael worked for an independent optical and hearing care practice where she was the Operations Manager for the Eastern region. As part of her responsibilities, she would resolve customer complaints for the area. She continued to dispense spectacles throughout her time in the role.

Rachael currently combines her role as an OCCS Resolution Manager with a front-line practice management role in dental practice which brings a cross-healthcare sector perspective to her approach to complaint resolution and mediation at the OCCS.

Louisa joined the OCCS in September 2023 as the Mediation Services Apprentice. She works in mediation support helping both clients and practices with their initial enquiries and assisting them through the first stage of the mediation process. Alongside her role, Louisa has been studying for her Level 3 Customer Service Specialist qualification which she has now completed.

Paul Chapman-Hatchett began his career as a locum optometrist in the UK and Australia in the early 1990s, before founding his domiciliary optical services, dedicated to providing care to those whose choices are limited. Paul currently holds several director roles and is a prominent figure in the optical industry.