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- Tasks: Manage and resolve customer complaints with empathy and professionalism.
- Company: Join Optical Express, the UK's leading provider of laser eye surgery.
- Benefits: Enjoy 29 days annual leave, free eye surgery, and ongoing training.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Work in a modern environment with great career growth opportunities.
The predicted salary is between 27000 - 37800 £ per year.
Location: Glasgow City Centre
Department: Customer Services
Reports To: Customer Services Manager
Hours of Work: 9am – 5.30pm Monday to Friday & occasional Saturday
Salary: £27,000
Optical Express is the UK’s leading provider of laser eye surgery, lens replacement, and private cataract procedures. We are committed to delivering exceptional patient care and customer service across all touchpoints. As part of our continued growth, we are looking for a dedicated Customer Services Executive to join our team and help us maintain our high standards of service excellence.
Role Overview: As a Customer Services Executive, you will be responsible for managing and resolving customer complaints with empathy, professionalism, and efficiency. You will play a key role in maintaining our reputation for outstanding service by ensuring every customer feels heard and valued. Your ability to craft clear, thoughtful, and well-written correspondence will be essential in delivering positive outcomes and maintaining trust.
Key Responsibilities:
- Handle customer complaints and escalations via phone, email, and written correspondence.
- Investigate complex issues thoroughly and liaise with clinical and operational teams to gather relevant information.
- Draft high-quality, personalised response letters and emails that reflect Optical Express’s tone and values.
- Ensure all complaints are resolved in line with company policies and regulatory standards (e.g., GOC, CQC).
- Maintain accurate records of all interactions and resolutions using internal systems.
- Identify trends and recurring issues, providing feedback to improve processes and customer experience.
- Support the wider customer service team during busy periods or special initiatives.
Skills & Experience:
- Previous experience in a customer service role, ideally within healthcare, retail, or regulated environments.
- Strong background in complaints handling and resolution.
- Excellent written communication skills with a keen eye for detail and tone.
- Ability to manage sensitive conversations with empathy and professionalism.
- Proficient in Microsoft Office and CRM systems.
- Understanding of regulatory frameworks such as GDPR and healthcare standards is advantageous.
Personal Attributes:
- Empathetic and customer-focused.
- Resilient and calm under pressure.
- Professional and diplomatic.
- Strong organisational and time management skills.
- Team-oriented with a proactive approach.
Salary & Benefits:
- State of the art, modern working environments
- 29 days annual leave
- Free Laser Eye Surgery and Intraocular Lens Surgery
- Free eye tests
- Discounted prescription eye wear and sunglasses
- Generous Optical Express friends and family discount scheme
- Ongoing training and development opportunities
- Pension scheme
Optical Express is an Equal Opportunities Employer
Customer Services Executive – Complaints Resolution in Glasgow employer: Optical Express Group
Contact Detail:
Optical Express Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Executive – Complaints Resolution in Glasgow
✨Tip Number 1
Get to know the company inside out! Research Optical Express, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for their mission.
✨Tip Number 2
Practice your communication skills! Since you'll be handling complaints, it’s crucial to sound calm and professional. Role-play with a friend or family member to get comfortable with those tricky conversations.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples where you've resolved complaints or helped customers. This will help you stand out and show that you’ve got the right skills for the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Services Executive – Complaints Resolution in Glasgow
Some tips for your application 🫡
Show Your Empathy: When writing your application, make sure to highlight your ability to handle sensitive conversations with empathy. We want to see how you can connect with customers and show that you genuinely care about their concerns.
Be Clear and Concise: Your written communication skills are key for this role. Keep your application clear and to the point, showcasing your ability to craft thoughtful correspondence. Remember, we appreciate a well-structured response that reflects our tone and values.
Highlight Relevant Experience: Make sure to mention any previous experience in customer service, especially in complaints handling. We’re looking for candidates who can demonstrate their background in resolving issues effectively, so don’t hold back on those examples!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Optical Express Group
✨Know the Company Inside Out
Before your interview, make sure you research Optical Express thoroughly. Understand their services, values, and what sets them apart in the healthcare sector. This knowledge will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Showcase Your Empathy Skills
As a Customer Services Executive, empathy is key. Prepare examples from your past experiences where you've successfully handled complaints or sensitive situations. Highlight how you listened to customers and resolved their issues with care and professionalism.
✨Master Written Communication
Since you'll be drafting correspondence, practice writing clear and concise emails or letters. Bring samples of your written work if possible. This will demonstrate your attention to detail and ability to communicate effectively, which are crucial for this role.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during your interview. Think about how you would handle specific complaints or difficult conversations. Practising these scenarios will help you articulate your thought process and problem-solving skills under pressure.