Customer Services Executive – Complaints Resolution

• 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

• 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

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

• 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