• Customer Care Associate

    Job Location UK-Glasgow
    Job ID
    Permanent Full-Time
    Job Category
    Head Office Functions
  • Overview

    Role Summary

    Job Title – Customer Care Associate 

    Location – Glasgow

    Hours – 40 hours per week, 1 out of 2 Saturdays on average


    Competitive salary & benefits, full training will be given.


    The role of a Customer Care Associate within Optical Express offers you the opportunity to expand your knowledge on a daily basis working with some of the most talented individuals in the business, giving you more responsibility, training and the real chance of career progression.
    As the key point of contact for patients with services related queries, you will be responsible for taking the patient through their journey whilst delivering exceptional customer service at all times.
    Part of that journey will involve building rapport quickly with patients, trouble-shooting service related issues, and working closely with your colleagues to solve problems together.

    Key Responsibilities and Accountabilities

    Every day will bring something new but your day to day role will involve:

    • Assisting the Patient Care Manager with communications to patients who have services or customer care concerns
    • Case managing queries through an analytical approach
    • Often dealing with a high volume of varied queries from patients at various stages in their Optical Express journey.
    • Taking ownership of patient queries and concerns, supported by experienced team members and clinicians.
    • Managing patient complaints, in compliance with company complaint handling policies and ensuring patients receive timely care and follow up.
    • Continuous monitoring and improvement of the quality of care that Optical Express provides by effectively managing the incident reporting and resolution process.

    Minimum Requirements

    We are looking for applicants who have a passion for providing world class customer service, strong organisational and communication skills, and the ability to influence outcomes by working closely with others. You will be articulate and presentable, motivated to achieve and have a willingness to learn and progress within Optical Express, whilst demonstrating confidentiality, integrity and discretion at all times. A higher-than-average ability to problem solve and superior analytical skills will be advantageous in this role.


    You will enjoy working with a close-knit team of some of the most talented individuals in the industry. Optical Express prides itself as an Employer of Choice, and we are proud to support our staff with significant opportunities for ongoing training and development, as well as a competitive benefits package and the ability to work with industry-leading systems and technology.


    To apply for this exciting opportunity please upload your CV today.

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