Customer Service and Complaints Handler

Optical Express, Merchant City, Glasgow City

Customer Service and Complaints Handler

Salary Not Specified

Optical Express, Merchant City, Glasgow City

  • Full time
  • Permanent
  • Onsite working

Posted 6 days ago, 25 Apr | Get your application in now to be included in the first week's applications.

Closing date: Closing date not specified

job Ref: b847e8779c5d4f53acdf4246cde09706

Full Job Description

  • Assisting the Patient Care Manager with communications to patients who have services or customer care concerns and complaints
  • Managing patient concerns and complaints, in compliance with company policies and ensuring patients receive timely care and follow up.
  • Continuous monitoring and improvement of the quality of care that Optical Express provides to patients.

    Proven experience of dealing with customer service related issues and complaints
  • Detail orientated
  • The ability to positively influence outcomes by working closely with colleagues across the business
  • Excellent time management skills and ability to prioritise multiple tasks
  • Articulate with written and verbal communication
  • Proficiency using Microsoft Office applications
  • Previous Customer Services experience and understanding of complaint management models is preferred, although training will be provided. Proficiency in Microsoft Office applications, as well as having the ability to acquire new IT skills is required. We are seeking individuals who are articulate and presentable; diligent and detail orientated; motivated to achieve and have a willingness to learn and progress within Optical Express. You will be able to demonstrate a high level of confidentiality, integrity, and discretion at all times. You will enjoy working closely with other members of your team and with colleagues across different areas of the business, so it is essential that you are able to work well with others in order to be able to bring problems to a conclusion and influence outcomes.

    At Optical Express we are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. For over 35 years, millions of patients have trusted Optical Express with their eye care. The Optical Express team work together, collectively and consistently striving for excellence. We support each other, respect each other and are committed to a culture of care, trust and integrity. The culture extends to our local communities, through our range of charitable and environmental projects. We focus on doing what is right for our patients, our colleagues, our local communities and our planet. We have an exciting opportunity to recruit for a Complaints Handler, based at our Head Office in Glasgow city centre, in our Clinical Services team. As the key point of contact for patients with services related queries, you will be responsible for taking the patient through their journey whilst delivering exceptional customer service at all times. Part of that journey will involve building rapport with patients, handling service related issues, and working closely with your colleagues to ensure patients receive excellent care. You will be supported in your role by experienced clinicians. Every day will bring something new but your day-to-day role will involve

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Direct job link

https://www.s1jobs.com/job/customer-service-complaints-handler-124983839

About this company

Optical Express

View full company profile

For over 30 years, millions of patients have trusted Optical Express with their eye care. We focus on delivering exceptional patient care and outstanding clinical outcomes. From refractive treatment to routine eye and contact lens examinations, no other UK optical business can offer the same clinical diversity and opportunities for accelerated career development. Our career pathways are unique in the sector. Through continued investment in our people and technology, Optical Express offers a huge variety of exciting career opportunities at our clinics across the UK, Ireland and mainland Europe. We have a comprehensive and rolling training programme tailored for optometrists, nurses and ODP’s so even if you have no previous refractive experience, we can help you acquire new skills. Across our business we also have a range of non-clinical roles from receptionists and administrators to marketing, HR and finance professionals, each of whom play a key supporting role in the day to day delivery of our services. At Optical Express you’ll have access to the most advanced equipment from market leaders like Carl Zeiss and Johnson & Johnson Vision. Over £500 million has been invested to ensure that our modern, state of the art clinics are equipped with leading-edge technology and diagnostic equipment that helps us achieve the best possible clinical outcomes for our patients. Our technology allows our optometrists, nurses and surgeons to maximise the level of care they provide to patients. We want our colleagues to reach their full potential through comprehensive and ongoing professional development. We are committed to supporting our optometrists to gain an Independent Prescribing (IP) qualification through our unique partnership with Glasgow Caledonian University. The IP course, fully funded by Optical Express, is the first step on the path to an optometrist gaining an IP qualification. We support our optometrists in their clinical placements and in preparing for the Common Final Assessment of the College of Optometrists. Opportunities exist for optometrists to commence the IP pathway. Optical Express optometrists and clinical teams work together, collectively and consistently striving for excellence. We support each other, respect each other and are committed to a culture of care, trust and integrity. We understand that a healthy work life balance is important. Whether you need to work around the school run, or take time off to pursue personal interests, we can work with you to agree a flexible working pattern to suit your individual requirements. The culture we have internally extends to our local communities, through our range of charitable and environmental projects. We focus on doing what is right for our patients, our colleagues, our local communities and our planet. So if you are interested in progressing your career in a growing organisation that supports the need for a work life balance, with state of the art clinics, access to the best technologies, and the opportunity to expand your clinical skills Optical Express is the place for you.

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