Contact Centre Manager

Bayfields Opticians and Audiologists; Esholt; On-site; GBP 34,000 - 40,000; Full time

Job summary

A leading opticians firm in Esholt is seeking a Client Communications Manager to lead their communications team. In this pivotal role, you will drive client engagement and retention through strategic communications and CRM-led marketing initiatives. The ideal candidate has proven experience in client communications, strong CRM knowledge, and excellent leadership skills. This position offers a competitive salary and comprehensive benefits.

Benefits

5 weeks’ holiday

Extra day off for birthday

Company pension scheme

Cycle to work scheme

Simply Health membership

Staff discounts for glasses

Qualifications

• 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.

Responsibilities

• Lead and coach a high-performing team to meet KPIs.
• Design and optimise multi-channel communication journeys.
• Champion CRM best practices for segmentation and messaging.

Skills

Client communications expertise

Data analysis

A/B testing

Leadership skills

CRM proficiency

Tools

Excel

Word

CRM systems

Job description

Esholt, West Yorkshire, BD17 7RH

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

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.

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:

• 5 weeks’ holiday (plus bank holidays)
• 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
  
  

Ready to lead a team that’s passionate about delivering obsessively great service? Apply now and help us shape the future of client communications at Bayfields Opticians & Audiologists.

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