Job Vacancy: Optical Resolution Manager (Part Time)

Sep 21, 2018
Location: Bishop's Stortford, Hertfordshire

The OCCS is a telephone mediation service provided by Nockolds to the optical profession and we are looking to expand our team and recruit a Part Time Resolution Manager. The role may suit an Optical Assistant with general all round dispensing experience and an understanding of problem solving.

The OCCS provides an effective complaints service to all optical practices across the UK from our base in Bishop’s Stortford. We currently resolve over 98% of complaints referred to the service, which operates from Monday to Friday

The role involves day-to-day contact with consumers, practitioners and other stakeholders within the optical sector.

You must have excellent communication skills (particularly by telephone), good listening skills and the ability to remain calm under pressure. Previous experience in a customer/patient facing role is essential. 

Benefits include a competitive salary, 22 days holiday, Contributory Pension Scheme, Life Assurance, health cover and subsidised parking.

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Since 1 April 2014, the OCCS has assisted over 4,500 consumers and practices to resolve their consumer complaints. Jennie Jones, head of the OCCS, explains: ‘We are delighted that the OCCS  is seen as an effective and useful service, providing independent and impartial mediation and advice. The team does an amazing job ensuring that both the consumer and the practice feel heard, understood, and importantly, helped to find a very practical resolution to the complaint. Mediation is not about judgment or deciding who is right. It is about understanding each other’s perspective to be able to find an answer both can accept. We will soon be reporting on our 4th year in action, and look forward to sharing even more insight and useful information for all involved in optics.'