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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 29 days annual leave, free eye surgery, and ongoing training opportunities.
- Why this job: Make a real difference in customer experiences and enhance your communication skills.
- Qualifications: Experience in customer service and strong written communication skills required.
- Other info: Work in a modern environment with a supportive team and career growth.
The predicted salary is between 25396 - 26396 £ per year.
Location: Glasgow City Centre
Department: Customer Services
Reports To: Customer Services Manager
Hours of Work: 9am – 5.30pm Monday to Friday & occasional Saturday
Salary: From £25,396
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:
- 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 Services Executive – Complaints Resolution in Norwich employer: Optical Express
Contact Detail:
Optical Express Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Executive – Complaints Resolution in Norwich
✨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 that you're not just another candidate but someone who genuinely cares about their mission.
✨Tip Number 2
Practice your communication skills! Since you'll be handling complaints, it’s crucial to sound calm and professional. Try role-playing scenarios with a friend or family member to get comfortable with responding to tricky situations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus when applying through our website.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Services Executive – Complaints Resolution in Norwich
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 ability to communicate effectively, as these are key to impressing us at Optical Express.
Showcase Your Empathy: In your written application, demonstrate your empathetic approach to customer service. Share examples of how you've resolved complaints in the past, showing that you understand the importance of making customers feel heard and valued.
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 want to see your 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 and gives you the best chance of standing out in the selection process. Good luck!
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.
✨Practice Your Written Communication
Since you'll be drafting correspondence, it's crucial to demonstrate strong writing skills. Bring along samples of your previous work or practice writing response letters based on hypothetical complaints. This will showcase your ability to communicate clearly and effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions during the interview. Think about how you would handle specific complaints or difficult conversations. Practising these scenarios will help you articulate your thought process and problem-solving abilities under pressure.