Job Title - Customer Services ManagerLocation - Glasgow City CentreHours of work - 40 hrs per week, including weekendsSalary - £30,000Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology.For over 35 years, millions of patients have trusted Optical Express with their eye care. As the leading private provider of laser eye, premium intraocular lens and cataract surgery, our Surgeons undertake more laser procedures collectively than any other provider. We look after thousands of patients in our clinics every week and it’s a privilege to transform the lives of so many.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 are looking for an experienced Customer Service Manager to provide excellent customer service and to help promote this throughout all of our group brands. The main aim is to keep the department running in an efficient manner, to increase patient satisfaction, loyalty and retention and to meet their expectations.Job dutiesImprove customer service experience, create engaged patients and facilitate organic growthTake ownership of patient issues and follow problems through to resolutionSet a clear mission and deploy strategies focused towards that missionDevelop service procedures, policies and standardsKeep accurate records and document customer service actions and discussionsAnalyse statistics and compile accurate reportsRecruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.Requirements and skillsProven working experience as a Customer Service ManagerExperience in providing customer service supportExcellent knowledge of management methods and techniquesWorking knowledge of customer service software, databases and toolsAwareness of industry’s latest technology trends and applicationsAbility to think strategically and to leadStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientationWhat’s in it for you?Salary from £30,000 DoEFree or discounted group products/proceduresDiscounted prescription and non-prescription eye care (including family)Career progressionWorkplace pensionThis is a fantastic opportunity to join an established organisation where you will have the support to grow and develop within a professional working environment.If you are interested in being considered for the role please apply now.Optical Express is an equal opportunities employer