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 Detail:
The Scotsman Group - Central Office Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Manager in Hamilton
✨Tip Number 1
Familiarise yourself with the Scotsman Group's values and mission. Understanding their approach to customer service and hospitality will help you align your management style with their expectations during interviews.
✨Tip Number 2
Prepare specific examples of how you've successfully led a call centre team in the past. Highlight your experience with KPIs, team performance, and any transformational processes you've implemented to enhance efficiency.
✨Tip Number 3
Research common challenges faced by call centres in the hospitality industry. Being able to discuss these challenges and propose solutions will demonstrate your expertise and proactive approach to potential employers.
✨Tip Number 4
Network with current or former employees of the Scotsman Group on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and may even lead to a referral for your application.
We think you need these skills to ace Call Centre Manager in Hamilton
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to understand the responsibilities and requirements of the Call Centre Manager position. Tailor your application to highlight relevant experience and skills that match what The Scotsman Group is looking for.
Craft a Compelling CV:Ensure your CV is up-to-date and clearly outlines your managerial experience, customer service skills, and any relevant software knowledge. Use bullet points for clarity and focus on achievements that demonstrate your ability to meet KPIs.
Write a Strong Cover Letter:In your cover letter, express your passion for customer service and leadership. Provide specific examples of how you've successfully managed teams and improved performance in previous roles, making sure to connect these experiences to the responsibilities listed in the job description.
Proofread Your Application:Before submitting your application, carefully proofread all documents for spelling and 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 The Scotsman Group - Central Office
✨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 how you motivated staff and improved performance.
✨Understand the KPIs
Familiarise yourself with key performance indicators relevant to call centres, such as call volume and response times. Be ready to discuss how you've tracked and improved these metrics in previous roles.
✨Demonstrate Customer Service Passion
The Scotsman Group values excellent customer service. Prepare to share specific instances where you've gone above and beyond for customers, highlighting your problem-solving skills and ability to handle complaints.
✨Research the Company
Before the interview, take time to learn about The Scotsman Group and its venues. Understanding their brand and values will help you tailor your responses and show genuine interest in the role.
