Trainee Clinical Associate

What you’ll do

Trainee Clinical Associate

Location: Aberdeen

Working hours: Full Time 40 hours including weekends

Training Provided

Role Overview / Job Purpose

The Clinical Associate ensures that all customers who are visiting the store for an appointment are seen quickly and efficiently, with any unexpected waiting times clearly explained, providing excellent customer service. They ensure that customers are informed of all relevant products and services such as OCT and contact lenses ahead of the appointment.


About the Role

  • The Clinical Associate allows the flow of customers to run smoothly and supports the clinical team by providing excellent customer communication outside of the test room.
  • As you will be the first point of contact for each and every person that enters the clinical area, your role is pivotal in how we are perceived by our customers. You will receive thorough training and development to enhance your understanding of optical products, so previous optical retail experience is not always necessary, but a passion for fantastic customer service is a must.


Your Objectives

  • Provide a warm welcome for every Specsavers customer and guide them to the seating area of the store if they have an appointment
  • Manage the seating area efficiently, ensuring all customers are spoken to and any immediate questions or requirements that they have are attended to
  • Measure the waiting times in store and fully explain the reasons behind any delay of more than five minutes to a customer’s appointment, understanding the impact this might have on them using technology such as Qudini.
  • Have a thorough knowledge of the appointment diary each day so that any emergency or walk in customers can be accommodated where possible and ensure this is communicated with the Retail Team.
  • Liaise with the store manager to ensure that the daily clinics are set up effectively, including appropriate test times, avoiding similar side-by-side appointments.
  • Work with the optician team to review waiting times performance, how waiting times can be reduced and how clinics can run on time
  • Support and manage three-way handovers to ensure the optoms can return to testing promptly
  • Discuss the benefits of additional services such as OCT
  • Ensure that Triage forms are assessed and returned back to the call centre promptly for booking.
  • Completion of all relevant iLearn courses.
  • Maintain up to date training on all new clinical equipment.
  • Maintain stock of supplies used by the Optometrists.
  • Work to Specsavers Customer Service Standards
  • Actively seek to improve your own skills and product knowledge
  • Use your organisational skills to effectively manage the customer appointment times
  • Create a great store atmosphere by ensuring appointment times run smoothly wherever possible
  • Have good knowledge of Mystery Shopper standards and Maze feedback
  • Meet and exceed all personal and team goals
  • Be an ambassador for the Specsavers brand at all times


About Specsavers

Our passion is to deliver outstanding patient care, combined with sound dispensing advice and product recommendations that best suit individual customer needs. In addition to the highest quality equipment, we aim to provide both our store staff and our customers with an excellent overall environment. At Specsavers, we treat people as we would wish to be treated, and as such, you will be supported by well trained and motivated retail staff, in addition to an expert professional team. Our expectation is that you will share our vision to provide our patients with the very best professional service as well as exceptional customer care on every visit to your store.

If you are interested, please click Apply as this vacancy will close once we have filled all available places.