Customer Service Manager

JR United Kingdom; Glasgow; On-site; GBP 30,000; Full time

Job summary

An established industry player is seeking an experienced Customer Service Manager to enhance patient satisfaction and loyalty. This role involves improving customer service experiences, developing effective service procedures, and leading a team of customer service agents. With a commitment to excellence and a culture of care, this organization offers a supportive environment for professional growth. Join a team that values integrity and community impact while enjoying competitive compensation and benefits. This is a fantastic opportunity to make a difference in the lives of patients while advancing your career.

Benefits

Free or discounted group products/procedures

Discounted prescription and non-prescription eye care

Qualifications

• Proven experience as a Customer Service Manager.
• Strong client-facing and communication skills.

Responsibilities

• Improve customer service experience and facilitate organic growth.
• Develop service procedures, policies, and standards.

Skills

Customer Service Management

Client Communication

Troubleshooting Skills

Strategic Thinking

Management Methods

Customer Service Software

Tools

Customer Service Software

Databases

Job description

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Hours of work - 40 hrs per week, including weekends

Salary - £30,000

Optical 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 duties

• Improve customer service experience, create engaged patients and facilitate organic growth
• Take ownership of patient issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

Requirements and skills

• Proven working experience as a Customer Service Manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills

What’s in it for you?

• Salary from £30,000 DoE
• Free or discounted group products/procedures
• Discounted prescription and non-prescription eye care (including family)

This 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