Retention & Service Specialist
Location: Cheltenham
Hours of Work: 40 hrs pw including weekends
Salary: £27,000 plus bonus
Optical 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.
ROLE
As 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, problem‑solving and relationship‑building skills with strong operational accuracy to ensure every patient receives a supportive, informative and reassuring experience aligned with the organisation’s values of care, trust and integrity.
KEY DUTIES
- Engage 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, patient‑focused solutions that address individual needs, clinical considerations and service-related issues to prevent disengagement.
- Conduct timely outbound follow‑ups to re‑engage 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 end‑to‑end 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 post‑decision 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, patient‑centred service experience.
- Ensure all day‑of‑surgery 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 ATTRIBUTES
- Communication & Persuasion - Clear, confident and empathetic communication, with the ability to influence decision‑making, 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 long‑term patient confidence and loyalty.
- Problem Solving & Conflict Resolution - Calm, solution‑focused approach when addressing patient issues or concerns, turning negative experiences into positive resolutions through patience and thoughtful problem‑solving.
- 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 fast‑paced, high‑volume 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.
What’s in it for you?
- £27,000 salary plus bonus
- State of the art, modern working environments
- 33 days annual leave*
- Free Laser Eye Surgery and Intraocular Lens Surgery
- Free eye tests
- Discounted prescription eye wear and sunglasses and other group products & procedures.
- Generous Optical Express friends and family discount scheme
- Pension scheme
Optical Express is an equal opportunities employer.