Contract: Full-Time, Permanent
Location: Nottingham (Support Office)
Closing date: 18/11/26
Recruitment Partner: Daniel White, Daniel.White1@Boots.com
What you'll be doing
As a Customer Liaison Specialist in the Boots Opticians Customer Operations Team, you'll help turn customer feedback into better outcomes and better service. You'll manage enquiries and complaints across written, telephone and social media channels, taking ownership of complex cases and making sure customers receive fair, timely and empathetic resolutions.
You'll spot patterns, identify root causes and work with internal teams to help reduce repeat issues, while also supporting outsourced contact centre partners with coaching and guidance. It's a great fit for someone who enjoys solving problems, using sound judgement and making a visible impact on both customer satisfaction and continuous improvement.
Key responsibilities
- Manage customer enquiries and complaints through to resolution across written correspondence, telephone and social media channels
- Take ownership of complex and sensitive cases, balancing customer needs with business requirements to deliver fair outcomes
- Monitor social media and online feedback platforms, responding appropriately and escalating where needed
- Work closely with teams including Public Relations and Professional Services to resolve customer issues effectively
- Analyse complaint data and customer feedback to identify trends, emerging themes and root causes
- Share actionable insights that support continuous improvement and help reduce future complaints
- Handle escalated contacts from outsourced contact centre partners and the retail estate
- Provide specialist guidance, coaching and training to outsourced contact centre partners
- Build strong working relationships with internal and external stakeholders to improve service consistency
- Help translate lessons learned from customer feedback into operational improvements across the business
What you'll need to have (our must-haves)
- Experience handling customer complaints and escalations in a contact centre or customer service environment
- Confidence taking ownership of complex cases through to resolution
- Strong communication and interpersonal skills across telephone, written correspondence and social media
- Excellent influencing and relationship-building skills with the ability to work well with internal and external partners
- Sound judgement and strong decision-making when managing sensitive customer situations
- Experience supporting, coaching or developing others to deliver great customer service
- Strong problem-solving skills, with the ability to identify root causes and contribute to continuous improvement
It would be great if you also have
- Experience in complaint handling beyond frontline case resolution
- Experience analysing customer insight or complaint data
- Stakeholder management experience across different teams or service partners
- The ability to identify recurring issues and spot meaningful trends
- Experience supporting continuous improvement initiatives in a customer operations environment
Where your brilliance can take you
This role offers the chance to build deep expertise in customer relations, service recovery and continuous improvement within a well-known brand. At Boots, you'll be trusted to use your judgement, strengthen your coaching capability and develop your influence across stakeholders, giving you a strong foundation for future progression in customer operations, customer experience, complaints, quality or continuous improvement roles.
You'll also be part of a business that believes in helping people grow. If you bring curiosity, collaboration and a drive to improve how things work, you'll have the opportunity to keep learning, shape change and build a rewarding career in an environment where your contribution matters.
Rewards designed for you
- Discretionary Christmas Gift Payment
- Generous staff discount
- Enhanced maternity/paternity/adoption leave pay and £100 gift card for anyone expecting or adopting a child
- Flexible benefits scheme including options for additional holiday and discounted gym memberships.
- Access to free, 24/7 counselling and support through our Employee Assistance Programme
There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only. Please note that any salary estimates provided on third-party sites are not endorsed by Boots and may not be accurate.
A bit about us
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
What’s next?
If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
We hope to hear from you soon.
Be brilliant with Boots.
Keywords
Customer, Liaison, Specialist
Opticians Specialist in Nottingham employer: BOOTS
Boots is an exceptional employer, especially for those looking to make a meaningful impact during the festive season. With a strong emphasis on teamwork and customer service, employees enjoy a supportive work culture that fosters personal growth and offers industry-recognised training. Additionally, the generous employee discounts and wellbeing support ensure that staff feel valued and motivated throughout their time with us in London.
