At a Glance
- Tasks: Lead a dynamic team in managing inbound and outbound calls while ensuring top-notch service.
- Company: Join Optical Express, the UK's leading eye care provider with a global presence.
- Benefits: Enjoy a competitive salary, 33 days annual leave, and free laser eye surgery.
- Other info: Flexible working hours with ongoing training and development opportunities.
- Why this job: Make a real impact in a thriving environment with opportunities for personal growth.
- Qualifications: Previous experience as a Contact Centre Manager or Team Leader is essential.
The predicted salary is between 31500 - 38500 £ per year.
Optical Express is the UK's only complete eye care provider, and Europe's leading private provider of laser eye surgery and premium intraocular lens and cataract surgery.
Each week Optical Express Surgeons undertake more laser eye surgery and private intraocular lens procedures collectively than any other providers.
For over 35 years, millions of patients have trusted Optical Express with their eye care.
Operating clinics across the UK, Ireland, and mainland Europe, Optical Express, supported by an esteemed International Medical Advisory Board, is a thought leader in the global optometry and refractive surgery industry.
Optical Express gives patients their very best results through investing in state of the art technology, employing experienced, highly skilled surgeons and optometrists, continuously analysing clinical outcomes and working with pioneers and innovators from within the industry, to include Johnson & Johnson Vision and Zeiss.
Following recent acquisitions and increase in workload, we now have an exciting opportunity for an experienced Contact Centre Manager to join our successful team.
Managing the team ensuring a consistent approach to all calls both inbound and outbound Report performance and escalate problems Establish and maintain effective work procedures Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge, and supporting them at all times.
Evaluate performance throughout the day, identifying areas for improvement and deliver plan to achieve set KPIs Undertake other duties as necessary to support the smooth running of the service Handling calls and enquiries as required.
Taking part in recruitment process for new staff.
Previous CCM or Team leader experience Ability to manage multiple teams with differing brands Excellent communication skills Experience of dealing with behaviours and performance in line with our HR framework
A competitive salary State of the art, modern working environment 33 days' annual leave per year Pension scheme Free Laser Eye Surgery and Intraocular Lens Surgery Free eye tests Discounted prescription eyewear and sunglasses Generous Optical Express friends and family discount scheme Ongoing training and development opportunities
- Hours of work – 40 hrs per week, including evenings and weekends (1:3)
- Our Contact Centre is operation Monday to Friday, 8am to 9pm, Saturday 9am – 8pm and Sunday 9am to 7pm.
- Flexibility towards working hours is essential, as you will need to work 1 weekend in 3 and some evening work.
- Please apply now by uploading your CV.
- This is a fantastic opportunity to join a global organisation where you will have the opportunity to grow and develop within a professional working environment. TPBN1_UKTJ
Contact Centre Team Manager employer: Optical Express Westfield Limited
Optical Express is an exceptional employer, offering a dynamic and supportive work culture in the heart of Glasgow City Centre. With a commitment to employee growth through ongoing training and development opportunities, alongside competitive salaries and generous benefits, including free Laser Eye Surgery and a modern working environment, we ensure our team feels valued and empowered. Join us in making a meaningful impact on patient care while being part of a collaborative team that prioritises integrity and community involvement.
Contact Details:
Optical Express Westfield Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Optical Express Westfield Limited. 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 Optical Express Westfield Limited 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 Centre Team 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 Optical Express Westfield Limited:Your cover letter is your chance to shine! Tell us why you want to work at Optical Express Westfield Limited 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 Optical Express Westfield Limited!
How to prepare for a job interview at Optical Express Westfield Limited
✨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.
