How our optoms support our customer experience
The first Vision Express store opened in Gatehead’s Metro Centre three decades ago. Since then, we’ve grown rapidly and there are now almost 600 Vision Express stores across the UK and Ireland. We spoke with one of our Optometry Store Business Operations Managers, Peena Govind – who works with the Professional Services team – to share her insights into our stores.
“As part of the Professional Services team, I look after a number of different functions. I look after the Optom Store Manager (OSM) programme, which is one of the career development pathways that we’ve got at Vision Express, for registrants that want to do something a little different. I also support our NHS contract work and any clinical and professional queries that are escalated through us.”
We have many different career pathways and we support all our colleagues in their ongoing success. As an experienced Optometrist, Peena has a good knowledge of our stores and how we strive for excellent customer service.
The customer experience
Our customer experience is a top priority. We want to ensure that every customer has a unique experience when they visit one of our stores. Having great customer care is something we truly value at Vision Express and we’ve always delivered a truly individual service, in a welcoming environment.
“We try to personalize our customer journey as much as possible and ensure that every customer’s needs are identified through asking the right questions. Our Optometrists are key in building that rapport and relationship with them, and then during the examination, we can really help to resolve any of their concerns and answer their questions and queries.”
“We tend to get a lot of positive feedback about our customer experience. Where possible, we try and make sure they see the same person all the way through their journey, right from the time they enter [the store], through to the eye health screening – and if there is anything that’s recommended, i.e. glasses or contact lenses, they can then go back and see the same person again.”
Our Optometrists and Retail team create a memorable experience throughout the entire customer journey. This includes helping our customers learn more about the latest eye care products, as well as offering thorough examinations that build lasting connections.
Moving forward with the best equipment
Peena also has knowledge of our in-store equipment and she gave us some insights into some of the new equipment that Vision Express is rolling out in stores.
“We’re currently undertaking a rollout of some new OCT equipment and some new eye deck equipment. As we roll them out, we’re holding a host of training sessions as well, so events that Optometrists can attend face-to-face to really understand how to use the equipment for the benefits, and what they offer our customers.”
‘Being part of something that’s a little bit bigger’
When asked about what makes Vision Express stand out, Peena said that it’s the stores’ supportive and helpful environment, as well as the management team. “Whether you’re in a store or you’re testing on your own, or you’re a team of Optometrists, there’s always help on hand, should you need it. There’s a big team at Store Support Centre as well, that are able to support our Optometrists with any professional and clinical queries that they might have.”
“We’re always looking to move forward and evolve. I know we’re keen to be at the forefront of any new technologies and equipment that’s coming out and we’re always reviewing and having a look at what’s available, and what could work within our store environment.”
At Vision Express, we’re always thinking ahead and about how we can deliver the best experience for our customers. That’s why we supply our stores with only the top products. At Vision Express, we care about both our colleagues and customers – and our stores reflect our values and ambition.
Are you looking for a new role in-store?
We create opportunities for anyone with ambition. Our comprehensive training ensures our colleagues are well-equipped with the right skills to be successful in their roles over the long term. We look for candidates who have a positive attitude and a willingness to learn. If you’re looking for your next role with Vision Express, browse our in-store jobs today and contact us to find out more.
Sign up for posts
Life at Vision Express
![](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481117/ff7d3477-24fd-4c1d-9bfc-58445b36ae44/2023.17000.1198/img/VPvZt5WqYET2NAjcJ9p8XQ/75/ECP+room.png)
Teaser
Eyecare ProfessionalContent Type
PostPublish date
02/13/2024
Summary
In a world where the definition of a perfect work-life balance is constantly evolving, at Vision Express, we want to stand out as a beacon for Eyecare Professionals that are seeking not just a job,
![](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481117/ff7d3477-24fd-4c1d-9bfc-58445b36ae44/2023.17000.1198/img/5p3Fy71j8EYVmgjcHBst_Q/75/Picture+1.jpg)
Teaser
Eyecare ProfessionalContent Type
PostPublish date
01/25/2024
Summary
There are many things to think about when looking for the next step in your career, and one of the biggest considerations could be the flexibility of the role.Maybe you’re looking for set hours t
![woman lifting her glasses above her head against white background with lines](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481117/ff7d3477-24fd-4c1d-9bfc-58445b36ae44/2023.17000.1198/img/dtKfEPaSoUgdWAjbJ1G3Zw/75/gabrielle-henderson-fgiFAtH0QBU-unsplash.jpg)
Teaser
Eyecare ProfessionalContent Type
PostPublish date
03/22/2023
Summary
Optometrists are professionals with a lot of knowledge and as an optometrist, your CV needs to reflect that. Your CV is how you get your foot in the door and is your first impression on your potenti
![Optician wearing glasses and lab coat holding iPad standing in store with two people in the background talking](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481117/ff7d3477-24fd-4c1d-9bfc-58445b36ae44/2023.17000.1198/img/Vty3sFJtdEzgXwjbECyhzw/75/shutterstock_1009485808.jpg)
Teaser
Eyecare ProfessionalContent Type
PostPublish date
03/07/2023
Summary
The future of the eyecare industry is looking bright, with the estimated global eyewear market value for 2030 coming in at 270.8 billion pounds. Opticians are and will continue to be in high demand.
![Optician equipment used to insert lenses for glasses to test eyesight](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481117/ff7d3477-24fd-4c1d-9bfc-58445b36ae44/2023.17000.1198/img/ndGGWZIXOUHgWAjbECyhzw/75/vision+express+2.jpg)
Teaser
Eyecare ProfessionalContent Type
PostPublish date
03/06/2023
Summary
From prescribing lenses to diagnosing and treating eye diseases, optometrists are highly skilled professionals with unique expertise that is in high demand. The optometry industry is rapidly evolvin
![Optometry student using equipment to inspect customer's eyesight](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481117/ff7d3477-24fd-4c1d-9bfc-58445b36ae44/2023.17000.1198/img/iX2FECY0vU7smgjbD-R_rg/75/vecteezy_selective-focus-at-optometrist-face-while-doctor-using_13000327_291.jpg)
Teaser
Pre-RegistrationContent Type
PostPublish date
03/01/2023
Summary
Becoming a pre-registration optometrist can be a challenging and rewarding experience. As you work towards your goal of becoming a fully qualified optometrist, you’ll have the opportunity to develop
![Smiling man, holding glasses frame, looking at optical eyewear choices](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481117/ff7d3477-24fd-4c1d-9bfc-58445b36ae44/2023.17000.1198/img/q9piUFQb-0vshAjbD-R_rg/75/iStock-930864154.jpg)
Teaser
GeneralContent Type
PostPublish date
02/20/2023
Summary
The 2022 General Optical Council report surveyed optical professionals around the country and found that more people were satisfied in their current roles. Why might this be? Optometry is the place
![eye care test](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481117/ff7d3477-24fd-4c1d-9bfc-58445b36ae44/2023.17000.1198/img/M_f1NWoA0EE7PQjbC0LAXA/75/aec185b9e15944b69601d2fb3a70c17c_AdobeStock_182515206.jpeg)
Teaser
GeneralContent Type
PostPublish date
02/14/2023
Summary
When you think back to your last eye care test, what does your memory conjure up? You probably remember being asked to look at a Snellen eye chart and list off the letters as they decrease in size w
![three people sitting in circle while talking and looking at laptops](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481117/ff7d3477-24fd-4c1d-9bfc-58445b36ae44/2023.17000.1198/img/xeO_bElK8E31cQja86Y3fQ/75/Behind+the+scenes+at+Vision+Express+Store+Support+Centre+.jpg)
Teaser
GeneralContent Type
PostPublish date
01/11/2023
Summary
You'll have come across a fair few Vision Express stores, but did you know we have as many as 600 dotted around the UK? Each and every day, our customers rely on these stores to stay open so we
![](https://attraxcdnprod1-freshed3dgayb7c3.z01.azurefd.net/1481117/ff7d3477-24fd-4c1d-9bfc-58445b36ae44/2023.17000.1198/img/fX3wVaZ8XUgWEgja8gJAkA/75/shutterstock_1553299313.jpg)
Teaser
Eyecare ProfessionalContent Type
PostPublish date
01/09/2023
Summary
Optometry is an ever-changing industry with plenty of directions to take your career. That amount of choice means you can shape your career to what you want. But it can leave you questioning which
Related jobs
Salary
Location
Store Support Centre, Nottingham
Job type
Permanent
Internal or External
Internal
External
Location
England
Gateshead
Job area
Regional Manager
Description
Are you a leader who inspires your team with your passion for delivering a great customer experience in every interaction? We’re looking for a Regional Manager to lead our stores within the North
Reference
6518
Expiry Date
01/01/0001
Salary
Location
Hemel Hempstead.
Job type
Permanent
Internal or External
Internal
External
Location
England
Hemel Hempstead
Job area
Retail Management
Description
Role overview As a Store Manager at Vision Express, you’re responsible for overseeing the day-to-day operations of the store. This includes managing your colleagues in store, ensuring excellent cus
Reference
8249
Expiry Date
01/01/0001
Salary
Location
Buckinghamshire
Job type
Permanent
Internal or External
Internal
External
Location
England
Milton Keynes
Job area
Retail Management
Description
Role overview As an Assistant Store Manager Designate at Vision Express, you’ll join us on an exciting six-months training and development programme, to prepare you for the role of an Assistant Sto
Reference
8672
Expiry Date
01/01/0001
Salary
Location
Basingstoke
Job type
Permanent
Internal or External
Internal
External
Location
England
Basingstoke
Job area
Retail Management
Description
Role overview As an Assistant Store Manager Designate at Vision Express, you’ll join us on an exciting six-months training and development programme, to prepare you for the role of an Assistant Sto
Reference
8796
Expiry Date
01/01/0001
Salary
Location
Buckinghamshire
Job type
Permanent
Internal or External
Internal
External
Location
England
Milton Keynes
Job area
Retail Management
Description
Role overview As a Store Manager Designate at Vision Express, You’ll join us on a 6-month training and development programme, aimed to prepare you for the role of a Store Manager. The programme is
Reference
8827
Expiry Date
01/01/0001
Salary
Location
Llanelli
Job type
Temporary / Fixed Term Contract
Internal or External
Internal
External
Location
England
Llanelli
Job area
Retail Management
Description
Role overview As a Store Manager at Vision Express, you’re responsible for overseeing the day-to-day operations of the store. This includes managing your colleagues in store, ensuring excellent cus
Reference
9039
Expiry Date
01/01/0001
Salary
Location
Blackpool
Job type
Permanent
Internal or External
Internal
External
Location
England
Blackpool
Job area
Retail Management
Description
Role overview As a Store Manager Designate at Vision Express, You’ll join us on a 6-month training and development programme, aimed to prepare you for the role of a Store Manager. The programme is
Reference
9041
Expiry Date
01/01/0001
Salary
Location
Bury St. Edmunds.
Job type
Permanent
Internal or External
Internal
External
Location
England
Bury St Edmunds
Job area
Retail
Description
Role overview As a Retail Optical Assistant at Vision Express, you’ll assist our customers in finding and selecting eyewear that meets their needs. You’ll help with frame adjustments, repairs, and
Reference
9408
Expiry Date
01/01/0001
Salary
Location
Longton - Tesco
Job type
Permanent
Internal or External
Internal
External
Location
England
Stoke-on-Trent
Job area
Retail Management
Description
Role overview As a Store Manager at Vision Express, you’re responsible for overseeing the day-to-day operations of the store. This includes managing your colleagues in store, ensuring excellent cus
Reference
9598
Expiry Date
01/01/0001
Salary
Location
Whiteley Village
Job type
Permanent
Internal or External
External
Location
England
Fareham
Job area
Optometrist
Description
Role overview As an Optometrist at Vision Express, you’ll get to work with some world class technology including automated refraction, non-contact tonometry, automated keratometry, fundus camera, v
Reference
156
Expiry Date
01/01/0001
![](/assets/file/2407436d-7b94-4fe9-5629-08d9d4e8e46b/download%20(4).jpg)
Share in our stories
Everyone has an important part to play in our continuing success – whatever their role, their experience or their area of expertise. We’ve chosen some colleagues to give you a brief insight into what life’s like at Vision Express.
Read more