Role Overview
Vision Express is seeking a proactive and customer-focused Escalated Complaints Specialist to join our team in Nottingham. This role is ideal for someone who thrives on solving problems, building relationships, and making a real impact on customer experience. You’ll be the key contact for complex and regulatory complaints, working closely with internal teams and FCA external partners to ensure timely and effective resolution.
Who Are We?
We’re Vision Express – with over 550 stores across the UK and Ireland, we offer a variety of working environments, from vibrant city centre flagships to charming village stores and scenic coastal locations.
We’re proud to be part of the EssilorLuxottica family – the global leader in the design, manufacture, and distribution of lenses, frames, and sunglasses. Our portfolio includes iconic brands such as Ray-Ban, Oakley, Costa, Vogue Eyewear, Persol, and Oliver Peoples, alongside over 20 prestigious licensed brands.
What you’ll Bring to the Team.
We’re looking for someone with excellent communication skills, a strong sense of empathy, and the ability to manage sensitive situations with professionalism. You’ll be confident working with stakeholders at all levels and have a natural ability to investigate issues, identify root causes, and drive improvements. While experience in complaint handling is beneficial, we’re open to candidates with transferable skills from customer service, compliance, or operational roles.
Key Responsibilities
- Manage escalated customer complaints, including those directed to the Managing Director and FCA
- Act as the primary contact for complex or high-priority cases
- Investigate complaints thoroughly and identify root causes
- Liaise with FCA regulated partners including Great Lakes, Ergo, and Adaro
- Ensure compliance with relevant regulations and internal policies
- Communicate effectively with customers, internal teams, and external stakeholders
- Maintain accurate records in the complaint management system
- Collaborate with teams to implement corrective and preventive actions
- Monitor complaint trends and share insights to improve services
- Coach outsourced call handlers to enhance service delivery
- Conduct audits of external customer care logs
- Ensure compliance with policies, regulations and standards.
Benefits of Working for Vision Express
- Competitive pension scheme
- Life assurance
- Free annual eyewear from day one
- Free parking at our Ruddington head office
- Opportunities to support the OneSight EssilorLuxottica Foundation
- Friends & family discounts
- Employee Assistance Programme offering confidential support
- 33 days annual leave (increasing with service), with the option to buy or sell holiday
- Flexible health benefits including Health Cash Plan, Critical Illness Cover, Dental Plan, and more
- Access to internal communities for collaboration and knowledge sharing
- Lifestyle benefits such as Gymflex, Dining Cards, Discounted Travel Insurance, Experience Days, and Cycle to Work Scheme
- …and much more!