Job Title

Job Description Retention & Service SpecialistLocation: ExeterHours of Work: 40 hrs pw including weekendsSalary: 27,000 plus bonusOptical Express, ACES, THMG and sk:n are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. With clinics across the UK, Ireland and mainland Europe, we offer a huge variety of exciting career opportunities.The Optical Express, ACES, THMG and sk:n teams work together, collectively, and consistently striving for excellence. We support each other, respect each other and are committed to a culture of care, trust and integrity.Optical Express are the market leader in Vision Correction Surgery (Laser Eye Surgery and Premium Pay Intraocular Lens Surgery in the UK). As an entity, we treat more patients than all other private providers do put together. Far close on twenty years, Optical Express have delivered in excess of 60% of premium pay Laser and Lens Replacement Vision Correction procedures in the UK and Ireland.ROLEAs a Retention & Service Specialist, you play a crucial role in supporting patients through moments of uncertainty, safeguarding their experience and strengthening their confidence in our clinical services. Acting as a key point of contact for patients who may be hesitant, disengaged or considering cancelling their journey, you will provide empathetic guidance, clear information and tailored solutions that address concerns and encourage continuation of care.Through insightful conversations, proactive service recovery and accurate interpretation of patient behaviour and history, you will help reduce cancellations, enhance loyalty and protect the integrity of the patient pathway. This role combines exceptional communication, problemsolving and relationshipbuilding skills with strong operational accuracy to ensure every patient receives a supportive, informative and reassuring experience aligned with the organisations values of care, trust and integrity.KEY DUTIESEngage with patients who express hesitation or intent to cancel, using empathetic, confident and persuasive communication to understand concerns and provide solutions that encourage continuation of treatment.Analyse patient engagement patterns, appointment history and previous interactions to identify early signs of dissatisfaction and implement proactive retention strategies.Deliver personalised, patientfocused solutions that address individual needs, clinical considerations and service-related issues to prevent disengagement.Conduct timely outbound followups to reengage patients, support their progression through the care journey and reduce lapse or cancellation risk.Accurately document all interactions, concerns, feedback and retention activity within the CRM system to ensure continuity of care and support operational insight.Collaborate closely with Clinical Services, Operations, Patient Experience and Contact Centre teams to escalate concerns and support endtoend patient resolutions.Confidently negotiate solutions within agreed parameters (e.g., appointment adjustments, pathway clarity, issue resolution) to support patient commitment.Facilitate swift resolution of service, booking or process issues, ensuring patients receive accurate information, reassurance and a seamless experience.Conduct postdecision conversations with patients who choose not to proceed, gathering valuable insights to improve service delivery and inform future retention strategies.Uphold strong product, service and clinical pathway knowledge to ensure accurate, confident guidance at every stage.Represent Optical Express with professionalism, patience and a commitment to delivering an exceptional, patientcentred service experience.Ensure all dayofsurgery balances are collected efficiently and accurately, following compliance, payment handling standards and financial governance procedures.Support patients through their day of surgery balance payment, providing reassurance, clear explanations and a smooth, stress free experience.KEY ATTRIBUTESCommunication & Persuasion - Clear, confident and empathetic communication, with the ability to influence decisionmaking, address concerns and guide patients towards positive outcomes.Customer/Patient Relationship Management - Ability to build genuine rapport, actively listen, demonstrate empathy and provide tailored solutions that support longterm patient confidence and loyalty.Problem Solving & Conflict Resolution - Calm, solutionfocused approach when addressing patient issues or concerns, turning negative experiences into positive resolutions through patience and thoughtful problemsolving.Negotiation - Skilled in presenting alternatives and negotiating solutions within agreed limits to support both patient needs and organisational goals.Analytical Thinking - Ability to interpret trends in patient behaviour, identify risk indicators and apply insights to inform proactive retention strategies.Resilience & Emotional Maturity - Maintains professionalism during challenging conversations, shows emotional intelligence and remains composed in fastpaced, highvolume environments.System & Process Proficiency - Competent in using CRM and booking systems, ensuring accurate documentation, efficient workflow management and data protection compliance.Attention to Detail - Strong administrative accuracy with consistent record-keeping supporting service continuity and organisational standards.Whats in it for you?27,000 salary plus bonusState of the art, modern working environments29 days annual leaveFree Laser Eye Surgery and Intraocular Lens SurgeryFree eye testsDiscounted prescription eye wear and sunglasses and other group products & procedures.Generous Optical Express friends and family discount schemePension schemeOptical Express is an equal opportunities employer.