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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 a competitive salary, 29 days annual leave, and free eye care.
- Other info: Dynamic team environment with ongoing training and career growth opportunities.
- Why this job: Make a real difference in patient care while developing your customer service skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 21600 - 28800 £ per year.
Job Title: Customer Services Executive – Complaints Resolution
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:
- Salary of £27,000
- 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 Service Specialist employer: Optical Express
Contact Detail:
Optical Express Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist
✨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 customer complaints, it’s crucial to sound calm and professional. Role-play with a friend or family member to nail 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’re the right fit for the role.
✨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 Service Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Services Executive role. Highlight your experience in handling complaints and your knack for clear communication, as these are key to impressing us at Optical Express.
Showcase Your Empathy: In your written application, demonstrate your ability to handle sensitive conversations with empathy. Share examples of how you've resolved customer issues in the past, as this will resonate with our commitment to exceptional patient care.
Keep It Professional: Remember to maintain a professional tone throughout your application. Use clear and concise language, and ensure your correspondence reflects the values of Optical Express. We appreciate attention to detail!
Apply Through Our Website: We encourage you to submit your application through our website. This way, you can ensure it reaches the right people directly, and you'll be one step closer to joining our fantastic team in Glasgow!
How to prepare for a job interview at Optical Express
✨Know the Company Inside Out
Before your interview, take some time to research Optical Express. 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 made customers feel valued and heard, as this aligns perfectly with the role's requirements.
✨Practice Your Written Communication
Since you'll be drafting correspondence, practice writing clear and concise emails or letters. You might even want to bring a sample of your written work to the interview. This will demonstrate your attention to detail and ability to communicate effectively, which are crucial for this position.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during your interview. Think about how you would handle specific customer complaints or challenging situations. Practising these scenarios will help you articulate your thought process and problem-solving skills, making you stand out as a candidate.