Complaints Handler

Job Title: Complaints Handler – Clinical Services

Location: Glasgow City Centre

Hours: 40 hours per week, office based

Competitive salary & benefits

At Optical Express we are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology. For over 34 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:

Key Responsibilities include:

• 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.

Essential skills:

• 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.