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 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.
Senior Customer Complaints Executive in Glasgow employer: Optical Express
Optical Express is an exceptional employer, offering a supportive and dynamic work environment for the Senior Customer Complaints Executive role. With a strong commitment to employee growth, we provide ongoing training and development opportunities, alongside generous benefits such as free laser eye surgery and a modern working environment. Our culture prioritises empathy and professionalism, ensuring that every team member feels valued and empowered to make a meaningful impact in delivering outstanding customer care.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Complaints Executive in Glasgow
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the lookout for a Senior Customer Complaints Executive role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research Optical Express and understand their values and customer service approach. Be ready to share examples of how you've handled complex complaints in the past, showcasing your empathy and professionalism.
✨Tip Number 3
Practice your communication skills! Since you'll be drafting responses and handling sensitive conversations, it’s crucial to articulate your thoughts clearly. Consider doing mock interviews or writing practice emails to refine your tone and style.
✨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 the initiative to engage directly with us.
We think you need these skills to ace Senior Customer Complaints Executive 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 detail your experience in managing complex complaints and escalations. We’re looking for someone who can demonstrate their expertise in customer service, so don’t hold back on sharing your achievements!
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
✨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 experiences where you've successfully handled sensitive complaints. Highlight how you made customers feel heard and valued, as this aligns with the company's commitment to exceptional patient care.
✨Master Your Written Communication
Since you'll be drafting correspondence, practice writing clear and concise responses. Bring samples of your previous work if possible. This will demonstrate your attention to detail and ability to reflect the company’s tone in your communication.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about complex complaints you've resolved in the past and how you approached them. Be ready to discuss the steps you took and the outcomes, showcasing your professionalism and efficiency.
