At a Glance
- Tasks: Lead and manage a busy call centre team, 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.
- Other info: Opportunity for career development through training and a supportive work culture.
- Why this job: Be part of a dynamic team, influence change, and develop your career in a vibrant environment.
- Qualifications: Previous managerial experience in a call centre and strong communication skills are essential.
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 a collection of over 40 venues across Scotland including bars, restaurants, hotels, and more.
The Role:
We are seeking an experienced Call Centre Manager with proven experience in an inbound environment to join our busy Call Centre based in the West End of Glasgow. The Call Centre Manager will lead the transformational process of our Call Centre, enhancing performance and efficiency while managing the team to deliver excellence. 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 centralised contact centre team across all customer communication channels (phone, email, online booking platforms, live chat, third-party platforms, and social media).
- Oversee the handling of group, event, and private hire enquiries from initial contact to confirmed booking, ensuring accuracy, consistency, and timely communication.
- Manage daily operations of the call centre, maintaining high service levels and optimizing team productivity.
- Supervise administration and customer service related to gift card sales, redemptions, and platform maintenance.
- Develop and implement Standard Operating Procedures (SOPs) to ensure efficiency and service consistency.
- Track and analyze KPIs such as call volume, response times, and conversion rates.
- Handle and resolve customer complaints effectively.
- Manage people through training, coaching, recruitment, absence, and performance management.
- Collaborate with venue teams, marketing, and events teams to support campaigns, seasonal activities, and sales goals.
The Person:
The ideal candidate will:
- Be able to multitask and stay organized in a target-driven, busy environment.
- Have experience with booking software (preferably Collins).
- Have experience with telematics (BT Cloudworks).
- Possess strong leadership, people, and performance management skills.
- Have operational workflow and resource planning skills.
- Exhibit excellent communication techniques suitable for engaging with all levels of seniority.
- Be capable of managing senior stakeholders and challenging where appropriate.
- Have experience with HR processes such as absence, holiday, and performance management.
- Possess strong analytical and problem-solving skills.
- Have excellent Excel and Word skills.
- Be able to work on multiple tasks simultaneously.
What We Offer:
- Wagestream – Access up to 40% of earned pay and set automatic savings to support financial wellbeing.
- 30% discount on food and cinema tickets across all venues in Scotland.
- Hotel and apartment discounts.
- Access to Scotsman Perks Benefits Portal.
- Flexible working opportunities.
- Career development through Scotsman Steps training program.
- Refer a Friend Scheme.
The Process:
If you believe this role is suitable for you, apply now, and our friendly team will be in touch.
#J-18808-LjbffrCall Centre Manager in Hamilton employer: The Scotsman Group - Central Office
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 the Scotsman Steps training programme and flexible working opportunities, we empower our team to excel in their roles while enjoying generous benefits like Wagestream access and discounts across our diverse hospitality venues. Join us to be part of Scotland's largest hospitality group, where your contributions directly impact our success and customer satisfaction.
Contact Details:
The Scotsman Group - Central Office Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Manager in Hamilton
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like The Scotsman Group - Central Office. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to The Scotsman Group - Central Office
Don't be shy about reaching out to The Scotsman Group - Central Office directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Call Centre Manager in Hamilton
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about The Scotsman Group - Central Office and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at The Scotsman Group - Central Office
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
