Customer Liaison Specialist

Customer Liaison Specialist

Here at Boots Opticians we are recruiting a Customer Liaison Specialist to join our brilliant team, reporting to the Customer Experience Lead (Manager), 30 hours per week.

About the role

This role sits within the customer team and is responsible for responding to written, telephony and social media complaints via various methods including identifying root cause of complaint, trend mapping, closing the loop and liaising with continuous improvement teams to mitigate further complaints. The successful candidate will also act as a support for the outsourced partner, taking calls from them, offering specialist advice and training.

• Supervising complaints through to resolution by identifying root cause and liaising with the appropriate team to resolve the complaint to the customers satisfaction
• Monitoring social media platforms and responding to customer feedback
• Performing analysis on complaint reasons, identifying trends and feeding these into the continuous improvements teams to mitigate further complaints
• Taking escalated calls from outsourced contact centres from Opticians customers and from the retail estate
• Offering support and training to outsourced contact centres

We offer our Support Office team members a flexible, hybrid working approach based upon empowerment, accountability, care and trust which includes a balanced mix of remote and office-based working - this will be discussed with you as part of the application process.

What you’ll need to have

• Experience in complaints handling within a contact centre environment
• An effective communicator who displays influencing skills
• Well organized and passionate about training and support of others
• Creative mindset and problem solver

Our benefits

• Boots Retirement Savings Plan
• Generous employee discount plus enhanced discounts for Boots brands, Boots Opticians and Boots Hearingcare
• Excellent onsite facilities including staff shop, opticians (including free eye tests for team members), gym, cafeteria and outdoor seating spaces

We have a great range of benefits in addition to the above that go beyond salary and offer flexibility to suit you; click here to view our full list of company benefits (all rewards and benefits are subject to change and eligibility).

Why Boots Opticians

Our purpose is to help everyone see what’s possible, so we’re looking for people who go the extra mile to change things for the better for our customers and our team members. You'll be joining a company that is evolving and always looking to improve. We foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. Join our team and let’s see what’s possible when we change for the better.
To find out more about life and careers with us, click here.

What’s next?

We are always open to discussing possible flexible working options and what this may look like for you, including job share and reduced hours. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to enable you to be at your best.