Page 5: Retail and support roles
There is a variety of retail roles in stores. Store Managers play an essential part in making sure that their stores meet business objectives and targets for customer service. Managers are also responsible for recruiting, motivating and developing the store team. They ensure that there are the right people, in the right place, at the right time to meet customer requirements. Training and development is a key focus for Specsavers. A big part of the manager's role is to make sure that staff are on track with personal development plans.
Optical Assistants provide the first point of contact with customers and focus on customer service. Key elements of the Optical Assistant”s job description include:
- exploring customer needs thoroughly and approaching customers to offer assistance
- having a good knowledge of products and treatments
- understanding visual perception and basic visual defects
- analysing prescriptions accurately and dispensing lenses accordingly
- ensuring collections are conducted in a professional manner
- working to Specsavers Customer Service Standards.
Indre is an Optical Assistant working at Specsavers Tottenham Court Branch in London. She believes Specsavers offers both variety and opportunity: 'At Specsavers you”ll treat people like you would want to be treated. And you won”t be stuck behind a till. We”ve a range of roles from Receptionists and Optical Assistants to Greeters and Supervisors who all proactively help customers to choose the right product for them. Specsavers values its people and offers the training and flexibility I need to develop my career.'
In addition to the branch staff, 1,200 people make up the Retail Support Team in the UK. Some of the Support Team work at Head Office, while others work in the field providing support to the stores.
The Support Team helps to provide training, business planning and merchandising advice for all stores. For example, IT supports the whole of the supply chain from procurement to sales. An IT Service Desk Analyst provides front-line IT support. The role involves handling incoming incidents, diagnosing technical issues, taking responsibility for incidents and providing solutions. IT Service Desk Analysts may visit stores where necessary to resolve technical issues.
Specsavers invests in IT to keep the business at the forefront of development. For example, IT records will be kept of all suppliers and the types of items they stock. A database is kept of all customers with details of their eye tests. Letters can then be prepared automatically at the relevant times to remind customers when they are due for their next eye test. All Specsavers staff are provided with suitable IT training to prepare them for their roles.