At a Glance
- 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.
- Other info: Full-time role with a salary up to £40k, Monday to Friday, 9am – 5:30pm.
- 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.
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
At Bayfields Opticians & Audiologists, we pride ourselves on being an independent employer that prioritises quality eye care and client relationships. Our Stony Stratford practice offers a collaborative and friendly work environment, where you can enjoy longer appointment times to truly understand your clients' needs, alongside access to the latest technology and premium products. With opportunities for professional development and a supportive team culture, Bayfields is the perfect place for Optometrists looking to make a meaningful impact in their community.
Contact Details:
Bayfields Opticians and Audiologists Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Center Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bayfields Opticians and Audiologists. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bayfields Opticians and Audiologists before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Center Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bayfields Opticians and Audiologists:Your cover letter is your chance to shine! Tell us why you want to work at Bayfields Opticians and Audiologists specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bayfields Opticians and Audiologists!
How to prepare for a job interview at Bayfields Opticians and Audiologists
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
