Jennie joined the OCCS in 2016 and is the head of the Optical Consumer Complaints Service. She oversees the mediation process and provides a crucial link between the General Optical Council and stakeholders in the optical sector to ensure the trial is delivering an impartial, efficient and effective resolution service, meeting the needs of clients, optical professionals, practices and their representatives.

Richard joined the OCCS in 2016. He qualified as an Optometrist in 1987 and spent the early years of his career in practice in the North East. Following a 26 year career with Boots where he led their work on professional development including their Pre Reg, CET, Leadership and Apprenticeship Programmes and was Director of Professional Services and Learning until he left to establish OPTOMiSE Consulting. Richard now holds a number of roles across the optical and healthcare sectors.

Jayne is part of the OCCS Senior Resolution Team. Her experience at reviewing complaints and procedures, combined with over 10 years’ complaints resolution experience are put to good use for consumers and practitioners by resolving the more complex complaints.

Dawn joined the OCCS in 2016. She began working in optics in 1984 and has performed a variety of roles from receptionist, assistant manager, manager, and regional manager’s assistant. As a regional manager’s assistant she oversaw 25 branches, making sure they hit performance and budgets as well as recruiting staff and dealing with unresolved complaints, providing assistance to the manager when needed. In 2013 she returned to practice as an Optical Advisor where she dispensed all levels of spectacles.

Dawn is an OCCS resolution manager providing day to day contact with consumers and practitioners.

Kayleigh started her career in optics in 2011 as an Optical Consultant. During her seven years in practice, Kayleigh dispensed all levels of spectacles and progressed from Assistant Manager to Practice Manager positions.

Within all these roles, Kayleigh was responsible for managing performance and budgets as well as recruitment and training, dealing with complaints and supporting directors and regional management.

Kayleigh is an OCCS resolution manager providing day-to-day contact and advice to both consumers and practitioners.

Toni Taylor is the Mediation Services Manager. Joining the OCCS in 2017, Toni manages operations to ensure effective and efficient delivery of the service. Toni specialises in data analysis to derive insights to support recommendation for service improvement, along with managing logistics to ensure smooth operational delivery of the service. Toni helps to sustain and build key stakeholder relationships, while providing support and guidance to the team as well as aiding client and practice enquiries.

Rachael Started out in retail before moving to optics in 2006 as an Optical Assistant. Her first role was at Optical Revolution opticians in Colchester, Essex. While working there over 8 years she had two children and went on to become the Assistant manager.

In 2014 Rachael joined the East of England COOP Opticians as the Manager of the Braintree practice before becoming the Group Optical Coordinator over a period of 4 years. In this position she would also provide managerial support and staff development for the practices.

Before joining the OCCS, Rachael worked for an independent optical and hearing care practice where she was the Operations Manager for the Eastern region. As part of her responsibilities, she would resolve customer complaints for the area. She continued to dispense spectacles throughout her time in the role.

Rachael currently combines her role as an OCCS Resolution Manager with a front line practice management role in dental practice which brings a cross healthcare sector perspective to her approach to complaint resolution and mediation at the OCCS.