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- Tasks: Lead a dynamic team in our busy Call Centre, ensuring top-notch customer service.
- Company: Join The Scotsman Group, Scotland's largest hospitality group with over 40 venues.
- Benefits: Enjoy flexible working, discounts on food and cinema, and access to financial wellbeing tools.
- Why this job: Be part of a transformative role that impacts customer experience and team performance.
- Qualifications: Previous managerial experience in a call centre and strong communication skills are essential.
- Other info: Opportunity for career development through training and a supportive work culture.
The predicted salary is between 36000 - 60000 £ per year.
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The Scotsman Group – Central Office, Hamilton House, 70 Hamilton Drive, Glasgow, Lanarkshire, G12 8DR
About Us:
The Scotsman Group is Scotland’s largest and most diverse hospitality group, with over 40 venues across Scotland including bars, restaurants, and hotels.
The Role:
We are seeking an experienced Call Centre Manager with proven experience in an inbound environment to join our busy Call Centre in the West End of Glasgow. The manager will lead the transformational process of our Call Centre, enhancing performance and efficiency while managing the team to deliver excellent service. Reporting to the Head of Sales, you will have the autonomy to influence the Call Centre at a senior level.
The ideal candidate will have a passion for customer service, excellent communication skills, and an organized approach. Previous managerial experience is required to achieve KPIs for yourself and your team.
Role Responsibilities:
- Lead and manage the contact centre team across all communication channels (phone, email, online booking platforms, live chat, third-party platforms, social media).
- Oversee handling of group, event, and private hire enquiries from initial contact to booking confirmation, ensuring accuracy and timely communication.
- Manage daily call centre operations, maintaining high service levels and optimizing productivity.
- Supervise gift card sales, redemptions, and platform maintenance.
- Develop and implement SOPs to ensure efficiency and consistency.
- Track and analyze KPIs such as call volume, response times, and conversion rates.
- Handle and resolve complaints.
- Manage people through training, coaching, recruitment, absence, and performance management.
- Collaborate with venue teams, marketing, and events to support campaigns and sales goals.
The Person:
The ideal candidate will:
- Be able to multitask and stay organized in a target-driven environment.
- Have experience with booking software (preferably Collins).
- Be familiar with telematics systems (BT Cloudworks).
- Possess leadership, people, and performance management skills.
- Have operational workflow and resource planning skills.
- Communicate effectively across all levels of the business.
- Manage senior stakeholders and challenge appropriately.
- Have experience with HR processes such as absence, holiday, and performance management.
- Possess strong analytical and problem-solving skills.
- Be proficient in Excel and Word.
- Be able to handle multiple tasks simultaneously.
What We Offer:
- Wagestream – Access up to 40% of earned wages and set automatic savings for financial wellbeing.
- 30% discount on food and cinema tickets across Scotland.
- Hotel and apartment discounts.
- Access to Scotsman Perks Benefits Portal.
- Flexible working opportunities.
- Career development via Scotsman Steps training.
- Refer a Friend Scheme.
The Process:
If interested, apply now and our team will be in touch.
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Call Centre Manager employer: G1 Group
Contact Detail:
G1 Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Manager
✨Tip Number 1
Familiarise yourself with the Scotsman Group's values and mission. Understanding their approach to customer service and hospitality will help you align your responses during interviews, showcasing how your experience as a Call Centre Manager can contribute to their goals.
✨Tip Number 2
Prepare specific examples of how you've successfully led a team in a call centre environment. Highlight instances where you've improved performance metrics or enhanced customer satisfaction, as these will resonate well with the hiring managers.
✨Tip Number 3
Research common challenges faced by call centres in the hospitality industry. Being able to discuss these challenges and propose solutions during your interview will demonstrate your proactive thinking and industry knowledge.
✨Tip Number 4
Network with current or former employees of the Scotsman Group on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information to tailor your approach and show your genuine interest in the company.
We think you need these skills to ace Call Centre Manager
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Call Centre Manager position. Tailor your application to highlight relevant experience and skills that match what The Scotsman Group is looking for.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your managerial experience, particularly in call centre environments. Use bullet points to showcase your achievements, such as KPIs met or exceeded, and any specific software you are proficient in, like Collins or BT Cloudworks.
Write a Strong Cover Letter: Your cover letter should express your passion for customer service and leadership. Mention specific examples of how you've improved team performance or handled challenges in previous roles. Make sure to convey your enthusiasm for joining The Scotsman Group.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a managerial role.
How to prepare for a job interview at G1 Group
✨Showcase Your Leadership Skills
As a Call Centre Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on how you motivated staff and improved performance.
✨Understand the KPIs
Familiarise yourself with key performance indicators relevant to call centres, such as call volume and response times. Be ready to discuss how you have tracked and improved these metrics in previous roles.
✨Demonstrate Customer Service Passion
The Scotsman Group values excellent customer service. Prepare to share specific instances where you went above and beyond for customers, highlighting your commitment to enhancing their experience.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential challenges in a call centre environment and how you would address them, especially regarding team management and customer complaints.