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Optical Express Group Logo Optical Express Group · Customer Service

Customer Services Executive – Complaints Resolution

United Kingdom, Glasgow 27000.00 GBP / Year · Job Posted January 09, 2026
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Job Description

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. 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.

Job Responsibility

  • 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

Requirements

  • 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
  • Empathetic and customer-focused
  • Resilient and calm under pressure
  • Professional and diplomatic
  • Strong organisational and time management skills
  • Team-oriented with a proactive approach

Nice to have

Understanding of regulatory frameworks such as GDPR and healthcare standards is advantageous

What we offer

  • 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
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