- Professional
- Bureau à Nottingham
Job Description
Closing date: October 2nd
Location: Nottingham Support Office
Contract: Full-time, Permanent
Recruitment Partner: Daniel White, [email protected]
An exciting opportunity has arisen at our Boots Headquarters based in Nottingham. The role is supporting our Customer Operations Team in our Opticians channel as a Customer Liaison Specialist.
If you are someone who prides themselves on consistently delivering a world class customer experience, this role may be for you!
About the role
This Customer Liaison Specialist reports to the Customer Experience Lead, 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.
• Becoming a Subject Matter Expert within our business vision, values, and processes, ensuring a world class customer experience is at the forefront of everything we do.
• Liaising with other areas of the business – Internal/ external stakeholders and members of our retail estate to support with complaint investigation and resolution.
• Responding and liaising with customers via email, written and on occasion verbal channels, to support with a swift resolution and great customer experience
• Updating customer accounts and accurate data management
• Supporting with key information sharing and the training and upskilling of our extended external teams
• Visiting external partners, offering training support and sharing best business practices.
What you'll need to have
• Experience in complaints handling within a contact centre environment
• An effective communicator who displays influencing skills
• Organized, and passionate about training and supporting others
• Creative mindset
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
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?
Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
Location: Nottingham Support Office
Contract: Full-time, Permanent
Recruitment Partner: Daniel White, [email protected]
An exciting opportunity has arisen at our Boots Headquarters based in Nottingham. The role is supporting our Customer Operations Team in our Opticians channel as a Customer Liaison Specialist.
If you are someone who prides themselves on consistently delivering a world class customer experience, this role may be for you!
About the role
This Customer Liaison Specialist reports to the Customer Experience Lead, 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.
• Becoming a Subject Matter Expert within our business vision, values, and processes, ensuring a world class customer experience is at the forefront of everything we do.
• Liaising with other areas of the business – Internal/ external stakeholders and members of our retail estate to support with complaint investigation and resolution.
• Responding and liaising with customers via email, written and on occasion verbal channels, to support with a swift resolution and great customer experience
• Updating customer accounts and accurate data management
• Supporting with key information sharing and the training and upskilling of our extended external teams
• Visiting external partners, offering training support and sharing best business practices.
What you'll need to have
• Experience in complaints handling within a contact centre environment
• An effective communicator who displays influencing skills
• Organized, and passionate about training and supporting others
• Creative mindset
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
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?
Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
Area
OPT105 - East Midlands
Company
Optics
Hours per week
Over 35 hours per week
Airport
No
Region
OPT105 - East Midlands
Store
3150 - Nottingham - D90 Opticians Support Office
Full or Part time
Full-time
Division
100 - North
Level
Level 6
Contract Type
Permanent
Job Title
Customer Liaison Specialist
Latitude,longitude 1
52.927147385,-1.184111593
Function
Data & Insights, Retail & Central Operations
Business area
Opticians
Should this vacancy be excluded from being posted onto the Boots.jobs career site?
No
Hours per week
37.5
