Contact Center Manager

Bayfields Opticians and Audiologists; Esholt; In loco; GBP 36.000 - 44.000; Tempo pieno

Vantaggi offerti da questo lavoro

Extra day off for your birthday

Company pension scheme

Cycle to work scheme

Simply Health membership

Staff discounts

Friends and family discounts on eye and hearing care

Descrizione del lavoro

A leading customer service organization in Esholt is looking for a Client Communications Manager to enhance client engagement and retention. The role involves leading a team and optimizing communication strategies across various channels. Ideal candidates have experience in client communications, CRM systems, and strong leadership skills. Offering a salary of up to £40k and competitive benefits including discounts and extra leave for birthdays.

Competenze

• Proven experience in a client communications role or senior contact centre.
• Strong understanding of CRM systems and marketing automation tools.
• Ability to translate data into actionable insights.

Mansioni

• Lead and coach a high-performing team to meet KPIs.
• Use data to forecast demand and implement targeted campaigns.
• Design and optimise multi-channel communication journeys.

Conoscenze

Client communications

CRM systems

Data analysis

A/B testing

Leadership and coaching

Microsoft Excel

Descrizione del lavoro

Overview

Bayfields Opticians & Audiologists have an exciting opportunity for a Client Communications Manager (Contact Centre Manager) to lead our central communications team at our Head Office in Esholt (BD17 7RH). This is a pivotal role focused on driving client engagement, optimising appointment bookings, and enhancing retention through strategic communications and CRM-led marketing initiatives.

Salary

Salary up to £40k per annum (5 days / 40 hours per week Monday to Friday 9am – 5:30pm)

What You’ll Be Doing

As our Client Communications Manager, you will:

• Lead and coach a high-performing team to meet KPIs through regular performance reviews and data dashboards.
• Use real-time and historical data to forecast demand, identify booking gaps, and implement targeted campaigns to fill diaries.
• Design and optimise multi-channel communication journeys (email, SMS, phone, letter) that support the full client lifecycle—from first contact to recall and rebooking.
• Champion CRM best practices, ensuring accurate segmentation, personalised messaging, and campaign tracking.
• Collaborate with Marketing to align messaging and campaigns with brand and business goals.
• Continuously improve recall and reminder processes using A/B testing and performance metrics.
• Support newly acquired practices by integrating them into Bayfields’ communications and booking processes.

What We’re Looking For

• Proven experience in a client communications role or senior contact centre
• Strong understanding of CRM systems and marketing automation tools
• Ability to translate data into actionable insights
• Experience with A/B testing and campaign performance analysis
• Excellent leadership, coaching, and mentoring skills
• Proficiency in Excel, Word, and CRM administration (preferred)
• A strategic thinker with a client-centric mindset

Key Performance Indicators

• Call volume and appointment booking rates
• CRM engagement metrics (open rates, click-throughs, conversions)
• Recall and reactivation success rates
• Client retention and rebooking rates
• Team performance improvement over time

Why Join Us?

We’re proud to be an independent national business that values local relationships and personal choice. We offer:

• An extra day off for your birthday
• Company pension scheme
• Cycle to work scheme
• Simply Health membership
• Staff discounts (including a £350 annual voucher for glasses or sunglasses)
• Friends and family discounts on eye and hearing care

Please see our candidate privacy notice here for details on how we use and store your information: https://bit.ly/bayfieldsprivacy

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales, Customer Service, and Management

Industries

• Retail, Telephone Call Centers, and Telecommunications