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 complaint resolution skills.
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 Milton 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 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, we prioritise the well-being of our team. Our culture fosters empathy and professionalism, ensuring that every employee 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 Milton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Optical Express. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer complaints and resolutions. We recommend role-playing with a friend to get comfortable discussing your experience and showcasing your empathy.
✨Tip Number 3
Showcase your writing skills! Since you'll be drafting responses, consider bringing samples of your written correspondence to the interview. This will demonstrate your attention to detail and ability to communicate effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest roles and updates directly from us.
We think you need these skills to ace Senior Customer Complaints Executive in Milton
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, so share examples that showcase your understanding of their needs.
Craft Clear Correspondence:Since you'll be drafting response letters and emails, it's crucial to demonstrate your excellent written communication skills. Keep your language clear and professional, and don’t forget to reflect our tone and values in your writing. This is your chance to shine!
Detail Your Experience:We’re looking for someone with at least 5 years in customer services or complaints resolution. Make sure to detail your relevant experience in your application, especially any complex complaints you've managed. This will help us see how you fit into our team.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to receive your details and keep everything organised. Plus, we love seeing applications come through our own platform!
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
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 heard and valued.
✨Master Your Written Communication
Since you'll be drafting correspondence, practice writing clear and concise responses. Bring samples of your previous work if possible, and be ready to discuss how you adapt your tone to fit different situations.
✨Prepare for Scenario Questions
Expect questions about handling complex complaints or escalations. Think through potential scenarios and how you would approach them. This will demonstrate your problem-solving skills and ability to stay calm under pressure.
