At a Glance
- Tasks: Lead a dynamic call centre team, ensuring top-notch customer service across various channels.
- Company: Join The Scotsman Group, Scotland's largest hospitality group with over 40 diverse venues.
- Benefits: Enjoy flexible working, discounts on food and cinema, and career development opportunities.
- Other info: Utilise innovative tools like Wagestream for financial wellbeing and access exclusive perks.
- Why this job: Be part of a transformational journey, influencing senior-level decisions in a vibrant environment.
- Qualifications: Proven managerial experience, strong communication skills, and a passion for customer service required.
The predicted salary is between 36000 - 60000 £ per year.
About Us:
The Scotsman Group is Scotland’s largest and most diverse hospitality group, with a collection of over 40 venues across Scotland including bars, restaurants, hotels and more.
The Role:
We are looking for an experienced Call Centre Manager who has proven experience within an inbound environment to join our busy Call Centre based in the West End of Glasgow. The Call Centre Manager will join the transformational process of our Call Centre, improving the overall performance and efficiency whilst managing the team to deliver excellence. Reporting to the Head of Sales, you will have autonomy to influence the Call Centre at Senior Level.
The successful person will have a passion for customer service, great communication skills and an organised approach.You will require previous experience in a managerial position to enable you to achieve KPIs for yourself and your team.
Role Responsibilities:
- Lead and manage the centralised contact centre team across all customer communication channels (phone, email, online booking platforms, live chat, 3rdparty platforms, and social media).
- Oversee teams end-to-end handling of group, event, and private hire enquiries - from initial contact to confirmed booking - ensuring accuracy, consistency, and timely communication.
- Manage day-to-day operations of the call centre, maintaining high service levels and optimising team productivity.
- Supervise the administration and customer service around gift card sales, redemptions, and platform maintenance.
- Develop and implement Standard Operating Procedures (SOPs) to ensure efficiency and service consistency across call centre.
- Track and analyse key performance indicators (KPIs) including call volume, response times, and conversion rates
- Complaint Handling & Resolution
- People Management; Training & Coaching, Recruitment, Absence Management & Performance
- Collaborate closely wih venue teams, marketing, and in venue events teams to support campaigns, seasonal activity, and sales goals.
The Person:
The ideal candidate will have:
- Have the ability to multitask and stay organised within a target driven, busy environment.
- Have experience of booking software (Collins preferable).
- Have experience with telematics (BT Cloudworks).
- Leadership, People and Performance Management skills.
- Operational (workflow) and resource planning skills.
- Have excellent communication techniques, with the ability to communicate with other levels of seniority within the business.
- An ability to manage senior stakeholders and challenge where appropriate
- Have experience in HR processes, such as absence, holiday, and performance management.
- Strong analytical and problem-solving skills
- Excellent Excel and Word skills
- An ability to work on multiple tasks simultaneously
What We Offer:
- Wagestream – Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing.
- 30% off of food and cinema tickets in all of our venues across Scotland.
- Hotel and Apartment discounts.
- Access to Scotsman Perks Benefits Portal.
- Flexible working opportunities.
- Career development through our Scotsman Steps training programme.
- Refer a Friend Scheme.
The Process:
If you think this is the role for you then apply now and one of our friendly team will be in touch.
#J-18808-LjbffrCall Centre Manager in Glasgow employer: Scotsman
The Scotsman Group is an exceptional employer, offering a vibrant work culture in the heart of Glasgow's West End. With a commitment to employee growth through our Scotsman Steps training programme and flexible working opportunities, we empower our Call Centre Manager to lead a dynamic team while enjoying unique benefits like Wagestream for financial wellbeing and discounts across our diverse venues. Join us to be part of a transformative journey in Scotland's largest hospitality group, where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Manager in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Scotsman. 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 Scotsman 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 Call Centre Manager in Glasgow
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 Scotsman:Your cover letter is your chance to shine! Tell us why you want to work at Scotsman 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 Scotsman!
How to prepare for a job interview at Scotsman
✨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.
