Buy Time jobs in Uxbridge UB11

This is not your average customer service role

At Lensology, we are changing the way people buy prescription lenses.

We are the UK's leading online reglazing company, helping thousands of customers every month enjoy the benefits of brand new prescription lenses without having to replace their favourite frames. Over the past few years, we have grown rapidly, and we are only just getting started.

We are looking for someone exceptional to join our Customer Experience Team.

This is not a quiet office where you will answer the occasional phone call and send a handful of emails.

Our phones are busy throughout the day.

Our inbox receives hundreds of customer emails.

Customers trust us to help them make the right decision before investing in their new lenses.

If you enjoy working at pace, love helping people, thrive under pressure and take pride in delivering outstanding service, you will fit in well here.

What you will be doing

Speaking with customers throughout the day by phone and email.

Helping customers understand our products and advising them on the most suitable options.

Answering questions confidently and professionally.

Turning enquiries into confirmed orders by giving customers the confidence to place their order during the call.

Processing customer payments securely over the phone.

Working closely with our in house laboratory to ensure orders progress smoothly.

Managing customer enquiries using HubSpot and our internal systems.

Resolving problems quickly and professionally while delivering an outstanding customer experience.

This is not a sales job, but we are a business

Many customers contact us because they need reassurance before placing an order.

If you provide exceptional service and give customers the confidence to place their order while they are speaking to you, you will earn a performance bonus.

There is no cold calling and no hard selling.

It is simply excellent customer service that naturally results in customers choosing Lensology.

Some members of our team earn very little bonus.

Others regularly earn an additional £100 to £200 per month because they consistently turn enquiries into orders through outstanding service.

Your earnings are largely in your own hands.

The type of person we are looking for

We are far more interested in attitude and ability than optical experience.

The people who succeed at Lensology are:

Exceptionally organised.

Fast and confident on a computer.

Excellent communicators, both verbally and in writing.

Calm under pressure.

Naturally curious and keen to learn.

Commercially aware without being pushy.

Confident speaking with customers.

Happy juggling several tasks at once.

Able to think for themselves and solve problems.

Motivated by achieving great results.

If you are someone who enjoys sitting around waiting for the phone to ring, this probably is not the role for you.

If you enjoy being busy, solving problems and making every customer interaction count, we would love to hear from you.

Experience

Previous customer service experience is essential.

Experience within optics is an advantage, but it is not essential.

If you have worked in a busy customer focused environment such as retail, hospitality, travel, banking, insurance, automotive, technology or another service industry, we would love to hear from you.

We will teach you everything you need to know about optics.

Career progression

Lensology is growing rapidly, which means we are continually creating new opportunities across the business.

We strongly believe in promoting from within wherever possible.

Many of tomorrow's supervisors, managers and department leaders will come from the people we recruit today.

If you are ambitious, hardworking and consistently perform to a high standard, you will have genuine opportunities to progress your career.

Salary and benefits

£29,000 to £31,000 depending on experience.

Monthly performance bonus.

Paid overtime available.

Company pension.

Employee discount.

Free onsite parking.

Casual dress.

Company events.

Referral programme.

Store discount.

Full training provided.

A supportive team who genuinely want you to succeed.

Working hours

Monday to Friday.

Generally 8.30am until 5.30pm, although we can offer some flexibility.

Before you apply

We are not looking for a generic application.

Please tell us, in your own words:

Why this role interests you.

Why you think you would be a great fit for Lensology.

Tell us about the busiest customer service role you have worked in.

Tell us about a time you delivered exceptional customer service that made a real difference to a customer.

We genuinely read every application.

If you are looking for somewhere you can develop your career, be recognised for your performance and become part of a business that is going places, we would love to hear from you.

We look forward to receiving your application.

Neil Perry
Operations Manager
Lensology

Job Type: Full-time

Pay: £29,000.00-£31,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• On-site parking
• Referral programme
• Store discount

Application question(s):

• A customer calls Lensology because they're interested in replacing the lenses in their favourite glasses, but they think buying new glasses from the high street would be easier. How would you handle that conversation?
• 1. Tell us about the busiest customer service role you have worked in. Roughly how many calls and emails did you handle each day, which CRM or internal systems did you use, and what were you responsible for recording or updating?
• 2. Describe a time when you had to learn a complicated system, product range or technical subject quickly. How did you learn it, how long did it take before you could work independently, and what was the outcome?

Experience:

• CRM software: 2 years (preferred)
• Customer Service: 3 years (required)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person