At a Glance
- 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 33 days annual leave, free eye surgery, and ongoing training.
- Other info: Work in a modern environment with great career development opportunities.
- Why this job: Make a real difference in customer care and enhance patient experiences.
- Qualifications: 5+ years in customer service and strong communication skills required.
The predicted salary is between 30000 - 40000 € per year.
Hours of Work: 9am – 5.30pm Monday to Friday & occasional Saturday.
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 an experienced Senior Customer Complaints Executive to join our team and support the delivery of outstanding customer care and complaint resolution.
Role Overview
As a Senior Customer Complaints 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
- Minimum 5 years’ experience within customer services, complaints resolution, or customer relations roles.
- Strong experience managing complex complaints and customer escalations.
- 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.
- 33 days annual leave.
- Free Laser Eye Surgery and Intraocular Lens Surgery.
- Free eye tests.
- Discounted prescription eyewear and sunglasses.
- Generous Optical Express friends and family discount scheme.
- Ongoing training and development opportunities.
- Pension scheme.
Optical Express is an Equal Opportunities Employer.
Senior Customer Complaints Executive Optical Express in Glasgow employer: Optical Express Group
Optical Express is an exceptional employer, offering a supportive and dynamic work environment where your contributions directly impact patient care and customer satisfaction. With a commitment to employee growth through ongoing training and development opportunities, as well as generous benefits like free laser eye surgery and a comprehensive pension scheme, you will thrive in a culture that values empathy, professionalism, and teamwork. Join us in our state-of-the-art facilities and be part of a team dedicated to delivering outstanding service in the healthcare sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Complaints Executive Optical Express in Glasgow
✨Tip Number 1
Get to know the company! Research Optical Express and understand their values and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling complaints, it's crucial to convey empathy and professionalism. Role-play with a friend or family member to get comfortable with difficult conversations.
✨Tip Number 3
Prepare for situational questions! Think about past experiences where you've resolved complex complaints. Be ready to share specific examples that highlight your problem-solving skills and ability to maintain a calm demeanour under pressure.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining the Optical Express family. Don’t miss out on this opportunity!
We think you need these skills to ace Senior Customer Complaints Executive Optical Express 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 make them feel valued, just like we do at Optical Express.
Be Clear and Concise:Your written communication skills are key for this role. Keep your application clear and to the point, showcasing your attention to detail and tone. Remember, we appreciate well-crafted correspondence that reflects our values!
Share Your Experience:Don’t forget to mention your experience in managing complex complaints and escalations. We’re looking for someone who can demonstrate their expertise in customer service, so share specific examples that show how you’ve resolved issues effectively.
Apply Through Our Website:We encourage you to apply through our website for a seamless application process. It’s the best way for us to receive your details and get to know you better. Plus, it shows you’re keen on joining 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 recent news. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Showcase Your Empathy Skills
As a Senior Customer Complaints Executive, empathy is key. Prepare examples from your past experience where you've successfully handled sensitive complaints. Highlight how you made customers feel valued and heard.
✨Master Your Written Communication
Since you'll be drafting correspondence, practice writing clear and concise emails or letters. Bring samples of your previous work if possible, as this can demonstrate your attention to detail and ability to reflect the company's tone.
✨Prepare for Scenario Questions
Expect questions about how you'd handle specific complaint scenarios. Think through potential situations you might face in the role and prepare structured responses that showcase your problem-solving skills and adherence to company policies.
