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- Tasks: Resolve customer complaints with empathy and professionalism while maintaining service excellence.
- 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 perks.
- Why this job: Make a real difference in customer experiences and help maintain our stellar reputation.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Dynamic team environment with ongoing training and career development opportunities.
The predicted salary is between 16200 - 19800 £ 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
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the customer service field. A personal recommendation can go a long way in landing that interview.
✨Tip Number 2
Practice your pitch! When you get the chance to chat with potential employers, make sure you can clearly explain why you're the perfect fit for the Customer Services Executive role. Highlight your experience in handling complaints and your knack for empathy.
✨Tip Number 3
Stay proactive! If you see a job opening on our website, don’t wait around. Apply as soon as possible and follow up with a friendly email to express your enthusiasm. It shows initiative and keeps you on their radar.
✨Tip Number 4
Prepare for the interview by researching Optical Express and understanding their values. Be ready to discuss how your skills align with their commitment to exceptional patient care and customer service. Show them you’re not just another candidate!
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, empathetic communication. We want to see how you align with our values!
Showcase Your Writing Skills: Since this role requires excellent written communication, include examples of your previous correspondence or any relevant writing samples. We love seeing how you can craft messages that reflect professionalism and empathy.
Be Authentic: Let your personality shine through in your application! We’re looking for someone who is not just qualified but also a great fit for our team culture. Share your passion for customer service and why you want to join us at Optical Express.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
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 listened to customers and resolved their issues with care and professionalism.
✨Master Your Written Communication
Since you'll be drafting correspondence, practice writing clear and concise emails or letters. Bring samples of your written work if possible, and be ready to discuss how you ensure your tone aligns with the company's values. This will demonstrate your attention to detail and communication skills.
✨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 abilities effectively.
