Professional Support Advisor
At Vision Express were passionate about what we do, and customer satisfaction is at the top of our agenda. From our stores to our support centre .... everyone has a key part to play.
Based in Ruddington, Nottingham, we're looking for a dedicated and talented Professional Support Advisor to join our Professional Services Team.
Were looking for someone to take on a rewarding role to provide technical advice and guidance to stores to avoid escalated complaints. You will be an excellent problem solver and be able to resolve and manage escalated complaints to the highest levels of customer satisfaction improving customer retention rate.
Key duties and responsibilities include:
Provide stores with professional and technical advice when consulted to avoid complaints and provide solutions to active complaints to provide remedy.
Liaising with Optical Compliance Officer and engaging with key stakeholders i.e. Regional Managers, Store managers, Optometrists to resolve issues quickly and effectively, providing the highest levels of customer satisfaction through written and verbal responses.
Creates processes and systems to ensure consistent service delivery with quality responses and follow up with stores.
Maintains knowledge bank of common queries and responses, identifying trends in complaints to drive continuous improvement.
Creates processes and a system to ensure consistent service delivery and quality of responses
Create a culture of sharing best practice on handling escalated complaints with the wider store teams.
Use data from customer complaints to provide insight and ideas for change to wider cross functional teams across the business
Responsible for ensuring professional services policy compliance in stores
In-store practice visits and investigations as required
Registered Dispensing Optician with up to date knowledge and skills
Strong IT skills including Microsoft Office
Excellent written and verbal communication skills for both internal & customer facing
Excellent cross functionality working/relationship building skills
Solution orientated with strong analytical, organisational and strategic thinking skills
Complaint handling and problem solving experience
Works effectively under pressure and maintains confidentiality when dealing with sensitive issues
There is no better place to express your potential.
Please note: This job is not covered by BeSpotted applicant protection.