Complaints Resolution Specialist

2 months ago

Glasgow, Glasgow City, United Kingdom Optical Express Group Full time
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 committed to delivering exceptional patient care and outstanding clinical outcomes. Our team works together to strive for excellence, supporting each other and respecting our differences. We prioritize a culture of care, trust, and integrity, extending to our local communities through charitable and environmental projects.

We are seeking a skilled Complaints Handler to join our Clinical Services team at our Head Office in Glasgow city centre. As the key point of contact for patients with services-related queries, you will be responsible for guiding patients through their journey while delivering exceptional customer service. You will work closely with experienced clinicians and other colleagues to ensure patients receive excellent care.

Key Responsibilities:

  • Assist the Patient Care Manager in communicating with patients who have services or customer care concerns and complaints.
  • Manage patient concerns and complaints, ensuring timely care and follow-up in compliance with company policies.
  • Continuously monitor and improve the quality of care provided to patients.

Essential Skills:

  • Proven experience in dealing with customer service-related issues and complaints.
  • Detail-oriented and able to prioritize multiple tasks.
  • Excellent written and verbal communication skills.
  • Proficiency in Microsoft Office applications.

Previous customer services experience and understanding of complaint management models are preferred, although training will be provided. We are looking for individuals who are articulate, presentable, diligent, and motivated to achieve. You will be able to demonstrate a high level of confidentiality, integrity, and discretion at all times.

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