Job Title: Senior Patient Support Advisor | Location: Southampton (Hybrid)
Salary: £31,000 + Discretionary Bonus
Hours: Full-time – 2-week rota
Shift Pattern: 8:00am – 4:30pm and 9:00am – 5:30pm
Saturdays: One in three Saturdays, 8:00am – 4:00pm
Benefits
Competitive salary of £31,000
Pension Scheme
25 days annual leave (plus bank holidays)
Generous bonus scheme
Staff discounts on products and services
Flexible working hours – tell us what hours work for you (minimum 15 hours per week)
Hybrid working – ability to work from home part of the week
About the Role
We currently have an exciting opportunity to join our rapidly expanding Patient Support Team in our Call Centre based in Southampton
As a Senior Patient Support Advisor, you will be the first line of contact for our patients’ optical and hearing enquiries You will handle communications through inbound calls, web chat, and email, delivering excellent service and ensuring every patient receives the care and attention they deserve.
Key Responsibilities
To make and receive calls to patients as required for Leightons Opticians & Hearing Care and The Hearing Care Partnership (70% of job role)
To assist with administrative duties such as returned mail and ensure customer records are updated accordingly
To support the marketing team on campaigns by calling existing customers with offers
To offer the full range of appointments and services to Contact Lens, Spectacle, and Hearing Care customers
To make customer follow-up calls after purchases and non-purchase customer calls
To assist the business with ad-hoc campaigns and projects
To support and mentor new and existing colleagues through training and coaching
To contribute to the efficiency of the Call Centre software by managing call routing and call handling
To assist with coaching the team in achieving its targets
To act as a role model and provide support to the department management team
To offer occasional support in team meetings
To be the first point of escalation for dealing with Customer Concerns and Complaints and ensure that these are swiftly dealt with in accordance with the business Complaints procedures
To proactively monitor calls of colleagues on a monthly basis and produce reports for the wider management team on performance, issues and training needs.
Why Join Leightons Opticians & Hearing Care?
With over 90 years of family heritage, Leightons is built on a foundation of care, trust, and personal service We foster a close-knit, supportive environment where every team member is valued. Our shared goal is to achieve 100% customer satisfaction through an individual approach to every patient.
You’ll be joining a company that invests in your growth, encourages development, and promotes a friendly, inclusive workplace culture.
Requirements
To be successful in this role, you will need:
An excellent telephone manner and the ability to engage confidently with a wide range of customers
Strong written, numerical, and oral communication skills for handling web chats, calls and emails
Previous customer service experience within an office or call centre environment
Ability to work effectively in a fast-paced, high-volume setting
Confidence using IT systems and multitasking across communication platforms
Ability to travel regularly to the Southampton office (hybrid role)
Experience in training and coaching colleagues
Knowledge of relevant computer applications and call routing software
Product knowledge relevant to the role
Equality & Inclusion
Leightons Opticians & Hearing Care is committed to promoting equal opportunities and fostering a workplace where diversity and inclusion are valued. We provide a working environment free from discrimination and ensure all employees and applicants are treated with dignity and respect, regardless of age, disability, gender, race, religion, sexual orientation, or any other protected characteristic.
Note: Applicants who have been unsuccessful in the past 12 months should not reapply for the same role.
Leightons Opticians & Hearing Care, is a family-run business with 35 branches and proud to be celebrating its 96th birthday this year. We are consistently adopting technological advancements, prioritising a person-centered approach, and cultivating a culture that offers more than just jobs.
We celebrate uniqueness, valuing each team member's contribution. Join us in creating a remarkable community of professionals committed to changing lives, one interaction at a time. We empower individuals to make a difference. It's not just business, it's a caring and supportive culture that reflects the best of being human.
