Contact Centre Manager

We are looking for an experienced Client Communications Manager (Contact Centre Manager) to join our central team at our Head office in Esholt for a 6 month fixed term contract (end of January 2025). This role is an office-based position working from 8.30am - 5pm (40 hours per week - flexible Monday to Friday with occasional Saturday's).

As the Client Communications Manager (Contact Centre Manager), you will be responsible for setting, managing, and motivating your team to ensure they continually hit their company targets. You will have overall responsibility for our contact centre manging the outbound (recall) and inbound services as well as managing an 11-step recall process to ensure that our existing client base are communicated with to drive retention., When you join Bayfields Opticians and Audiologists as our Client Communications Manager, you are joining an independent business. Although we are national, we are not a huge chain which means we understand the importance of local relationships and the power of choice. We aim to deliver obsessively great service to each and every one of our clients which is at the core of what we do. We have the latest diagnostic equipment, the latest technological advances in contact lenses, spectacle lenses and frames, and the latest fashions.

As our Client Communications Manager / Contact Centre Manager, you will be responsible for maximising success within the recall and inbound processes by constantly monitoring and adapting them where necessary to fill the practice diaries and improve service levels. Our Client Communications Manager / Contact Centre Manager will own and champion smart booking for the business, ensuring all practices are following diary rules and templates and that diaries are booked smartly every day by all parties to ensure we hit our appointments per clinic targets. You will manage all communication templates sent via the CMS to ensure our clients receive timely, accurate and on brand communications at all touch points (utilising support from the Marketing department for copywriting and design). You will be responsible for managing and leading the seamless integration of newly acquired practices into the Bayfields recall, inbound and communications process, ensuring brand protection at all
times.

To be successful in this role as our Client Communications Manager / Contact Centre Manager, you will be able to lead, coach and inspire your team to hit objectives. You will have excellent communication skills, with the ability to spot, diagnose and solve problems in a calm and positive manner and experience in Excel, Microsoft office, CRM systems. It is essential you have previous experience within a call centre as a senior member of the team.

As an integral member of the Client Communications team, we will provide you with an enjoyable professional working environment which is fun, open and where we are committed to supporting you, your professional development, and your personal wellbeing. We will also provide a wide range of benefits, including:

• 5 weeks' holiday (plus bank holidays).


• Additional days holiday for your birthday each year.


• Company pension scheme.


• Cycle to work scheme.


• Simply Health.


• Staff discounts (including an annual £350 voucher to spend on a pair of glasses or sunglasses after your probation).


• Friends and family discounts (eye-tests; glasses; sunglasses & hearing tests)., Company events


• Company pension


• Cycle to work scheme


• Employee discount


• Free parking


• Health & wellbeing programme


• On-site parking


• Private medical insurance


• Referral programme


• Store discount


Schedule:

• 8 hour shift


• Monday to Friday


• Weekend availability