Optical Assistant Apprenticeship - Tonbridge Specsavers

This gives people of all ages a chance to start an exciting career, while earning a full-time wage.

Requirements

• Enthusiastic about providing great customer service
• Would like to pursue a career in optics
• GCSE Maths (grade 9-4 (A*- C))
• Ability to travel to the store location on a daily basis

Responsibilities

• Booking customers in for eye tests
• Pre-screening patients
• Recommending suitable frames
• Providing top-notch advice and a warm welcome to the store
• Making sure everything runs smoothly by looking out for any little problems that crop-up
• Delivering customer service which aligns with company values, beliefs and purposes
• Identifying when and who to refer to when supervision is required such as ocular emergencies, screening, dispensing and collections of restricted categories
• Working within the limits of policies, procedures, and regulated activity such as GDPR, NHS, GOC, Health and Safety at Work and safeguarding
• Following employer’s guidelines and expectations for presentation and team working
• Identifying and meeting customer needs within the optical environment
• Communicating with customers and the optical team to maximise understanding
• Referring customers needing communication support such as language, hearing, visual or learning difficulties to appropriate services
• Following health and safety legislation in the optical environment including customer safety, hygiene, and infection control
• Following safe use instructions when using optical equipment such as adjustment tools, screening equipment and measuring equipment
• Following procedures and processes for first aid, accident and incident reporting or evacuations
• Providing the benefits and limitations of the different services (e.g. sight tests, contact lenses) and extended services (e.g. minor eye condition services, low vision services) to the customers within the optical environment
• Offering non-prescribed products such as contact lens solutions, common ophthalmic drops, ready readers, magnifiers, and other accessories to customers
• Selecting appointments, recall information, appointment types and exemptions on the employer’s system, and maintaining accurate records, e.g. customer details
• Reporting and recording ocular emergencies following correct employer procedures
• Accurately preparing clinical records for use following employer procedures
• Accurately completing customer pre-appointment procedures
• Using product tolerances to validate product accuracy
• Using lens measuring equipment to identify prescriptions and lens measurements
• Identifying lens types using engravings such as progressive lenses and safety spectacles and remarking lenses where required
• Interpreting the spectacle prescription to identify a range of vision correction options suitable for the customer
• Offering suitable lens products to the customer based on customer needs and preferences, using features and benefits to highlight suitability
• Offering specialised products to the customer based on their needs and preferences, using features and benefits to highlight suitability
• Offering suitable frames to the customer based on their needs and preferences, using features and benefits to highlight suitability
• Identifying frame fitting suitability including facial, frame and spectacle lens measurements required to process spectacle orders for the customer
• Processing spectacle orders, payments and arranging collections, offering relevant promotions to the customer where appropriate
• Identifying and checking visual acuity for near vision spectacle, explaining adaptation as required
• Fitting spectacle frames through the use of questioning, measurements, and tools
• Using tools correctly to adjust frames without causing damage
• Providing advice and guidance on frame fitting, lens care and after sales service
• Identifying guarantees and warranties of optical products and adhering to the legal requirements for consumers
• Managing customer concerns and/or complaints in line with employer procedures
• Using problem-solving techniques to identify concern and/or complaint causes
• Communicating with customers to resolve concerns or complaints within the limits of their own authority
• Following remake procedures
• Following repair procedures
• Recognizing and resolving customer complaints e.g. poor fitting, incorrect measurements, or offering alternative options in line with business requirements
• Participating in training and development activities to maintain own practice
• Participating in appraisal, obtaining feedback, and using self-reflection to plan further development opportunities and identifying available career opportunities to support progression
• Adapting approach for customers with ocular conditions such as glaucoma, cataracts, macular degeneration, diabetes
• Conducting screening using screening equipment and recording accurate results
• Informing the patient about the equipment, processes and procedures used for screening
• Gaining support or guidance from colleagues during screening when required
• Informing the patient that the tests check for medical conditions such as glaucoma, cataracts, macular degeneration, diabetes
• Demonstrating contact lens handling and insertion and removal to a patient
• Showing the patient how to care for their lens
• Providing advice and guidance on cleaning of lenses and solution types
• Following out-of-hours emergency procedures
• Recognizing a customer’s ability to make an informed decision
• Telling the customer what the sight test includes and how it is carried out
• Working independently to plan and manage workload
• Assessing and mitigating risk in a patient’s home to ensure an appropriate eye test can be delivered
• Managing own wellbeing and resources
• Maintaining team communications when working remotely