At a Glance
- Tasks: Lead and inspire a team to deliver exceptional service in our contact centre.
- Company: Join Optical Express, the UK's leading eye care provider with over 35 years of expertise.
- Benefits: Enjoy a competitive salary, modern workspace, and generous leave plus discounts on eye care.
- Other info: Flexible working hours with opportunities for continuous training and career growth.
- Why this job: Make a real impact by leading a dynamic team in a fast-paced environment.
- Qualifications: Experience in a contact centre leadership role and strong coaching skills required.
The predicted salary is between 24000 - 36000 £ per year.
Direct message the job poster from Optical Express
Recruitment Specialist @ Optical Express |
Location: Glasgow City Centre
Hours: 40 hours per week, including evenings and 1 in 3 weekends
About Optical Express
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 procedures. With over 35 years of expertise, we continue to lead the way in ophthalmic care across the UK, Ireland, and mainland Europe.
Supported by an esteemed International Medical Advisory Board, we work with world-renowned innovators such as Johnson & Johnson Vision and Zeiss, ensuring patients benefit from cutting‑edge technology, highly skilled surgeons, and exceptional clinical outcomes.
Opportunity
Due to continued growth and recent acquisitions, we are looking for a dynamic and experienced Contact Centre Team Leader to join our high‑performing team. This role plays a key part in ensuring operational excellence and outstanding service delivery across our inbound and outbound contact centre functions.
Reporting directly to the Head of Contact Centre, you will be responsible for leading, motivating, and developing a team of contact centre agents, driving performance, and maintaining high‑quality standards across all patient interactions.
Key Responsibilities
- Lead and manage a team of contact centre agents, ensuring consistent service delivery across all channels.
- Monitor daily team performance, identifying trends, and implementing improvements to meet KPIs.
- Coach, train, and support team members to develop their skills and maintain high standards.
- Handle escalations and complex queries where necessary.
- Support recruitment, onboarding, and ongoing development of new team members.
- Ensure compliance with all internal processes and HR frameworks.
- Collaborate with senior management to contribute to overall contact centre strategy.
- Participate in regular performance reviews and reporting.
What We’re Looking For
- Proven experience in a contact centre team leader or supervisory role.
- Strong people management and coaching skills.
- Excellent communication and interpersonal abilities.
- Ability to manage multiple teams and workstreams, often across different brands.
- Experience managing performance and behaviours in line with HR best practices.
- A flexible approach to working hours, including evenings and weekends (1 in 3).
Hours of Operation
- Monday to Friday: 8am – 9pm
- Saturday: 9am – 8pm
- Sunday: 9am – 7pm
- You will work a rotating schedule including evenings and one weekend in three.
What We Offer
- Modern, state‑of‑the‑art working environment
- 29 days’ annual leave
- Free Laser Eye and Intraocular Lens Surgery
- Free eye tests and discounted eyewear
- Continuous training and career development opportunities
Ready to Lead?
If you’re an experienced team leader looking to join a forward‑thinking, global organisation with opportunities to grow, apply now by uploading your CV.
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Contact Centre Team Leader in Glasgow employer: Optical Express
At Optical Express, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee development and well-being. Located in the vibrant Manchester Trafford Clinic, our team enjoys competitive salaries, generous leave, and continuous training opportunities, making it an ideal environment for those passionate about enhancing patient experiences in vision care.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader in Glasgow
✨Tip Number 1
Get to know the company inside out! Research Optical Express, their values, and what makes them tick. This way, when you get that interview, you can show off your knowledge and passion for the role.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to team leadership and contact centre operations. Role-play with a friend or in front of the mirror to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you an edge.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds.
We think you need these skills to ace Contact Centre Team Leader in Glasgow
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Contact Centre Team Leader role. Highlight your experience in leading teams and managing performance, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use numbers and examples to demonstrate how you’ve improved team performance or customer satisfaction in previous roles. This will help us see the impact you've made.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your experience makes you the perfect fit. We love seeing genuine enthusiasm for the position and our company.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for the role. Don’t miss out on this opportunity!
How to prepare for a job interview at Optical Express
✨Know the Company Inside Out
Before your interview, make sure you research Optical Express thoroughly. Understand their services, values, and recent developments in the eye care industry. This knowledge will help you demonstrate your genuine interest in the company and how you can contribute to their success.
✨Showcase Your Leadership Skills
As a Contact Centre Team Leader, you'll need to highlight your experience in managing teams. Prepare specific examples of how you've motivated and developed team members in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them impactful.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle escalations. Think of scenarios where you've successfully resolved conflicts or improved team performance. Practising these responses will help you feel more confident during the interview.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask the interviewer. Inquire about the team's current challenges or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.
