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
✨Tip Number 1
Familiarise yourself with the specific software mentioned in the job description, such as Collins and BT Cloudworks. Having hands-on experience or knowledge of these tools will give you an edge during interviews and demonstrate your readiness for the role.
✨Tip Number 2
Prepare to discuss your previous managerial experiences in detail, especially how you've successfully led teams in a busy environment. Be ready to share specific examples of how you achieved KPIs and improved team performance.
✨Tip Number 3
Research The Scotsman Group and their various venues to understand their customer service ethos. This knowledge will help you align your answers with their values and show that you're genuinely interested in contributing to their success.
✨Tip Number 4
Think about how you would handle common challenges in a call centre environment, such as complaint resolution and team motivation. Prepare some strategies or ideas to discuss during your interview, showcasing your problem-solving skills and leadership approach.
We think you need these skills to ace Call Centre Manager in Glasgow
Some tips for your application 🫡
Understand the Role:Read the job description carefully to understand the key responsibilities and required skills for the Call Centre Manager position. Tailor your application to highlight your relevant experience in managing call centres and customer service.
Craft a Compelling CV:Ensure your CV is up-to-date and clearly outlines your managerial experience, particularly in inbound environments. Use bullet points to showcase your achievements, such as KPIs met or improvements made in previous roles.
Write a Strong Cover Letter:In your cover letter, express your passion for customer service and your leadership style. Mention specific examples of how you've improved team performance or handled challenges in past positions, aligning them with the responsibilities listed in the job description.
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 Scotsman
✨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 your approach to training, coaching, and performance management.
✨Understand the KPIs
Familiarise yourself with key performance indicators relevant to call centres. Be ready to discuss how you have tracked and improved these metrics in previous roles, as this will show your analytical skills and focus on results.
✨Communicate Effectively
Excellent communication is crucial for this role. Practice articulating your thoughts clearly and concisely, and be prepared to discuss how you handle communication across different channels, including phone, email, and social media.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and customer service approach. Think of specific situations where you've resolved complaints or improved team efficiency, and be ready to share those stories.
