Overview
We are seeking a Customer Service Executive - Clinical Services based at Optical Express Head Office in Glasgow city centre, in our Clinical Services team. The role is 40 hours per week, office based, with a competitive salary and benefits.
The Optical Express team is focused on delivering exceptional patient care and outstanding clinical outcomes. We support each other and are committed to a culture of care, trust and integrity, extending to our local communities through charitable and environmental projects.
Responsibilities
As the key point of contact for patients with service-related queries, you will guide patients through their journey while delivering exceptional customer service. You will build rapport with patients, handle service-related issues, and work closely with colleagues to ensure patients receive excellent care. You will be supported by experienced clinicians.
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, 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 oriented
* 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 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 demonstrate a high level of confidentiality, integrity, and discretion at all times and be able to work well with others across different areas of the business to bring problems to a conclusion and influence outcomes.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Customer Service
* Industries: Hospitals and Health Care
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