Senior Customer Complaints Executive - #2093120

Job Title: Senior Customer Complaints Executive

Hours of Work: 9am - 5.30pm Monday to Friday & occasional Saturday

Optical Express is the UK’s leading provider of laser eye surgery, lens replacement, and private cataract procedures. We are committed to delivering exceptional patient care and customer service across all touchpoints. As part of our continued growth, we are looking for an experienced Senior Customer Complaints Executive to join our team and support the delivery of outstanding customer care and complaint resolution.

Role Overview:

As a Senior Customer Complaints Executive, you will be responsible for managing and resolving customer complaints with empathy, professionalism, and efficiency. You will play a key role in maintaining our reputation for outstanding service by ensuring every customer feels heard and valued. Your ability to craft clear, thoughtful, and well-written correspondence will be essential in delivering positive outcomes and maintaining trust.

Key Responsibilities:

• Handle customer complaints and escalations via phone, email, and written correspondence.
• Investigate complex issues thoroughly and liaise with clinical and operational teams to gather relevant information.
• Draft high-quality, personalised response letters and emails that reflect Optical Express’s tone and values.
• Ensure all complaints are resolved in line with company policies and regulatory standards (e.g., GOC, CQC).
• Maintain accurate records of all interactions and resolutions using internal systems.
• Identify trends and recurring issues, providing feedback to improve processes and customer experience.
• Support the wider customer service team during busy periods or special initiatives.

Skills & Experience:

• Minimum 5 years’ experience within customer services, complaints resolution, or customer relations roles.
• Strong experience managing complex complaints and customer escalations.
• Excellent written communication skills with a keen eye for detail and tone.
• Ability to manage sensitive conversations with empathy and professionalism.
• Proficient in Microsoft Office and CRM systems.
• Understanding of regulatory frameworks such as GDPR and healthcare standards is advantageous.

Personal Attributes:

• Empathetic and customer-focused.
• Resilient and calm under pressure.
• Professional and diplomatic.
• Strong organisational and time management skills.
• Team-oriented with a proactive approach.

Salary & Benefits:

• State of the art, modern working environments
• 33 days annual leave *
• Free Laser Eye Surgery and Intraocular Lens Surgery
• Free eye tests
• Discounted prescription eye wear and sunglasses
• Generous Optical Express friends and family discount scheme
• Ongoing training and development opportunities
• Pension scheme

Optical Express is an Equal Opportunities Employer