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- Tasks: Lead a dynamic team to enhance client engagement and optimise appointment bookings.
- Company: Join Bayfields Opticians & Audiologists, a proud independent business focused on personal choice.
- Benefits: Enjoy a birthday day off, staff discounts, and a company pension scheme.
- Why this job: Be part of a supportive culture that values local relationships and offers growth opportunities.
- Qualifications: Experience in client communications and CRM systems is essential; leadership skills are a must.
- Other info: Full-time role with a salary up to £40k, Monday to Friday, 9am – 5:30pm.
The predicted salary is between 32000 - 40000 £ per year.
Overview
Bayfields Opticians & Audiologists have an exciting opportunity for a Client Communications Manager (Contact Centre Manager) to lead our central communications team at our Head Office in Esholt (BD17 7RH). This is a pivotal role focused on driving client engagement, optimising appointment bookings, and enhancing retention through strategic communications and CRM-led marketing initiatives.
Salary
Salary up to £40k per annum (5 days / 40 hours per week Monday to Friday 9am – 5:30pm)
What You’ll Be Doing
As our Client Communications Manager, you will:
- Lead and coach a high-performing team to meet KPIs through regular performance reviews and data dashboards.
- Use real-time and historical data to forecast demand, identify booking gaps, and implement targeted campaigns to fill diaries.
- Design and optimise multi-channel communication journeys (email, SMS, phone, letter) that support the full client lifecycle—from first contact to recall and rebooking.
- Champion CRM best practices, ensuring accurate segmentation, personalised messaging, and campaign tracking.
- Collaborate with Marketing to align messaging and campaigns with brand and business goals.
- Continuously improve recall and reminder processes using A/B testing and performance metrics.
- Support newly acquired practices by integrating them into Bayfields’ communications and booking processes.
What We’re Looking For
- Proven experience in a client communications role or senior contact centre
- Strong understanding of CRM systems and marketing automation tools
- Ability to translate data into actionable insights
- Experience with A/B testing and campaign performance analysis
- Excellent leadership, coaching, and mentoring skills
- Proficiency in Excel, Word, and CRM administration (preferred)
- A strategic thinker with a client-centric mindset
Key Performance Indicators
- Call volume and appointment booking rates
- CRM engagement metrics (open rates, click-throughs, conversions)
- Recall and reactivation success rates
- Client retention and rebooking rates
- Team performance improvement over time
Why Join Us?
We’re proud to be an independent national business that values local relationships and personal choice. We offer:
- An extra day off for your birthday
- Company pension scheme
- Cycle to work scheme
- Simply Health membership
- Staff discounts (including a £350 annual voucher for glasses or sunglasses)
- Friends and family discounts on eye and hearing care
Please see our candidate privacy notice here for details on how we use and store your information: https://bit.ly/bayfieldsprivacy
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Sales, Customer Service, and Management
Industries
- Retail, Telephone Call Centers, and Telecommunications
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Contact Center Manager employer: Bayfields Opticians and Audiologists
Contact Detail:
Bayfields Opticians and Audiologists Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Center Manager
✨Tip Number 1
Familiarise yourself with CRM systems and marketing automation tools that are commonly used in contact centres. Understanding these tools will not only help you in the interview but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Brush up on your data analysis skills, particularly in Excel. Being able to interpret data and translate it into actionable insights is crucial for the role, so showcasing your analytical abilities can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully led a team in a previous role. Highlight specific KPIs you’ve met or exceeded, as this will show your leadership capabilities and your understanding of performance metrics.
✨Tip Number 4
Research Bayfields Opticians & Audiologists and their approach to client engagement. Tailoring your conversation during interviews to reflect their values and goals will demonstrate your genuine interest in the company and the role.
We think you need these skills to ace Contact Center Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client communications and contact centre management. Use specific examples that demonstrate your leadership skills and familiarity with CRM systems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for client engagement and your strategic approach to communication. Mention how your previous roles have prepared you for the responsibilities outlined in the job description.
Highlight Data-Driven Achievements: In your application, emphasise your ability to use data to drive decisions. Include metrics or KPIs from past roles that illustrate your success in improving client retention and appointment booking rates.
Showcase Leadership Experience: Detail your experience in leading teams, particularly in a contact centre environment. Discuss your coaching methods and how you've helped team members meet their performance targets.
How to prepare for a job interview at Bayfields Opticians and Audiologists
✨Showcase Your Leadership Skills
As a Contact Center Manager, you'll need to demonstrate your ability to lead and coach a team. Prepare examples of how you've successfully managed teams in the past, focusing on performance reviews and achieving KPIs.
✨Understand CRM Systems
Familiarise yourself with CRM systems and marketing automation tools. Be ready to discuss how you've used data to drive client engagement and improve communication strategies in previous roles.
✨Prepare for Data-Driven Discussions
Since the role involves using data to forecast demand and identify booking gaps, be prepared to talk about your experience with data analysis. Bring examples of how you've translated data into actionable insights.
✨Emphasise Client-Centric Strategies
Highlight your strategic thinking and client-centric mindset. Discuss how you've designed multi-channel communication journeys that enhance client retention and engagement, showcasing your understanding of the full client lifecycle.
