Optical Customer Technical Support Advisor

Zest Business Group • Permanent • Milton Keynes, Milton Keynes, England, United Kingdom • £29k - £30k / year • 3h ago

Optical Customer Technical Support Advisor - Milton Keynes
Full Time | Basic Salary up to £29,000 + £1,000 End of Year Bonus | Excellent Benefits

Zest Optical are working alongside a premium optical lens manufacturer to recruit an Optical Customer Technical Support Advisor for their Milton Keynes site.

This role is ideal for someone with a glazing or optical lab background, or an experienced Optical Assistant with strong technical knowledge who enjoys working with lenses in detail and solving more complex queries. It's a great opportunity to move into an office-based, customer-facing role while staying firmly within the technical side of optics.

With a full manufacturing and glazing facility on site, you'll be working closely with production, customer service, and sales teams, supporting independent opticians across the UK and applying your practical optical knowledge on a daily basis.

Key Responsibilities

Technical Support

Provide technical support to customers, Customer Service colleagues, and the Sales Team
Handle complex enquiries relating to lenses, glazing, and production, ensuring issues are resolved through the correct channels
Support the customer returns process, offering technical guidance and helping resolve more complex cases
Assist customers with e-ordering, remote edging, and tracing services
Troubleshoot and provide practical technical solutions related to spectacle lenses and manufacturing processes

Customer Service

Receive and process customer orders accurately via phone, email, and online systems
Manage orders through production and keep customers informed on progress and delivery times
Respond to enquiries regarding products, pricing, availability, promotions, and account queries
Handle customer issues and complaints professionally, managing expectations clearly

General Duties

Work closely with internal teams including production and sales to support customer requirements
Follow all company and departmental processes and procedures
Manage workload effectively while maintaining a high level of accuracy and attention to detail
Continue to build technical product knowledge through structured training

Requirements

Background in an optical glazing lab or optical manufacturing environment, or an experienced Optical Assistant with strong technical and lens knowledge
Good practical understanding of spectacle lenses and glazing processes
Experience in a customer service or technical support role within optics
Confident using Microsoft Office and customer or order management systems
Strong attention to detail and accuracy
Clear, professional written and verbal communication skills
Personable, confident, and comfortable working with customers and colleagues at all levels

Salary & Benefits

Basic Salary up to £29,000 depending on experience
£1,000 end of year bonus
Additional Christmas bonus
20 days holiday rising to 25 with service
Monday to Friday with 1 in 3 Saturday mornings (09:00 - 12:00, paid as overtime)
Rotating shifts
Week 1: 08:30 - 17:00
Week 2: 09:30 - 18:00
HealthShield cashback scheme for health checks including dental and optical
Employee Assistance Programme
Group Life cover
Ongoing training and long-term career development opportunities

If you are currently working in an optical lab, glazing environment, or as a technically strong Optical Assistant and are looking for a role that moves you away from the shop floor/lab while keeping you close to the technical side of optics, this could be a strong next step.

Apply Now
To apply, please send your CV to or call (phone number removed) for more information.

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