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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 over 40 venues across Scotland including bars, restaurants, and hotels.
The Role:
We are seeking an experienced Call Centre Manager with proven experience in an inbound environment to join our busy Call Centre in the West End of Glasgow. The manager will lead the transformational process of our Call Centre, enhancing performance and efficiency while managing the team to deliver excellent service. 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:
1. Lead and manage the contact centre team across all communication channels (phone, email, online booking platforms, live chat, third-party platforms, social media).
2. Oversee handling of group, event, and private hire enquiries from initial contact to booking confirmation, ensuring accuracy and timely communication.
3. Manage daily call centre operations, maintaining high service levels and optimizing productivity.
4. Supervise gift card sales, redemptions, and platform maintenance.
5. Develop and implement SOPs to ensure efficiency and consistency.
6. Track and analyze KPIs such as call volume, response times, and conversion rates.
7. Handle and resolve complaints.
8. Manage people through training, coaching, recruitment, absence, and performance management.
9. Collaborate with venue teams, marketing, and events to support campaigns and sales goals.
The Person:
The ideal candidate will:
1. Be able to multitask and stay organized in a target-driven environment.
2. Have experience with booking software (preferably Collins).
3. Be familiar with telematics systems (BT Cloudworks).
4. Possess leadership, people, and performance management skills.
5. Have operational workflow and resource planning skills.
6. Communicate effectively across all levels of the business.
7. Manage senior stakeholders and challenge appropriately.
8. Have experience with HR processes such as absence, holiday, and performance management.
9. Possess strong analytical and problem-solving skills.
10. Be proficient in Excel and Word.
11. Be able to handle multiple tasks simultaneously.
What We Offer:
* Wagestream – Access up to 40% of earned wages and set automatic savings for financial wellbeing.
* 30% discount on food and cinema tickets across Scotland.
* Hotel and apartment discounts.
* Access to Scotsman Perks Benefits Portal.
* Flexible working opportunities.
* Career development via Scotsman Steps training.
* Refer a Friend Scheme.
The Process:
If interested, apply now and our team will be in touch.
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