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 works 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. This 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 service-related queries, you will be responsible for guiding patients through their journey while 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:
1. Assisting the Patient Care Manager with communications to patients who have service or customer care concerns and complaints.
2. Managing patient concerns and complaints in compliance with company policies and ensuring patients receive timely care and follow-up.
3. Continuously monitoring and improving the quality of care that Optical Express provides to patients.
Essential skills:
1. Proven experience of dealing with customer service-related issues and complaints.
2. Detail-oriented.
3. The ability to positively influence outcomes by working closely with colleagues across the business.
4. Excellent time management skills and the ability to prioritize multiple tasks.
5. Articulate with written and verbal communication.
6. Proficiency using Microsoft Office applications.
Previous customer service experience and understanding of complaint management models is preferred, although training will be provided. Proficiency in Microsoft Office applications, as well as the ability to acquire new IT skills, is required.
We are seeking individuals who are articulate and presentable; diligent and detail-oriented; 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 to bring problems to a conclusion and influence outcomes.
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