Client Communications Manager

We are looking for an experienced Client Communications Manager (Call Centre Manager) to join our central team at our Head office in Esholt. This role is an office-based position working from 8.30am - 5pm (40 hours per week - flexible Monday to Friday with occasional Saturday's). As our Client Communications Manager (Contact Centre Manager), you will be responsible for setting, managing, and motivating your team to ensure they continually hit targets, and our optical and audiology diaries are filled. You will be responsible for analysing and interpreting data making recommendations to maximise client demand, retention and customer satisfaction., When you join Bayfields Opticians and Audiologists as our Client Communications Manager, you are joining an independent business. Although we are national, we are not a huge chain which means we understand the importance of local relationships and the power of choice. We aim to deliver obsessively great service to each and every one of our clients which is at the core of what we do. We have the latest diagnostic equipment, the latest technological advances in contact lenses, spectacle lenses and frames, and the latest fashions. As our Client Communications Manager (Call Centre Manager), you will be responsible for maximising success within the recall and inbound processes by constantly monitoring and adapting them where necessary to fill the practice diaries and improve service levels. You will own and manage call quality, developing training material where required, to ensure a high level of customer service is delivered.

To be successful in this role as our Client Communications Manager (Call Centre Manager), you will be able to lead, coach and inspire your team to hit objectives. You will have excellent communication skills, with the ability to spot, diagnose and solve problems in a calm and positive manner and experience in Excel, Microsoft office, CRM systems. It is essential you have previous experience within a call centre as a senior member of the team and are comfortable working with data.

As an integral member of the Client Communications team, we will provide you with an enjoyable professional working environment which is fun, open and where we are committed to supporting you, your professional development, and your personal wellbeing. We will also provide a wide range of benefits, including:

• 5 weeks' holiday (plus bank holidays).
• Additional days holiday for your birthday each year.
• Company pension scheme.
• Cycle to work scheme.
• Simply Health.
• Staff discounts (including an annual £350 voucher to spend on a pair of glasses or sunglasses after your probation).
• Friends and family discounts (eye-tests; glasses; sunglasses & hearing tests).