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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:
1. 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).
2. Oversee the handling of group, event, and private hire enquiries from initial contact to confirmed booking, ensuring accuracy, consistency, and timely communication.
3. Manage daily operations of the call centre, maintaining high service levels and optimizing team productivity.
4. Supervise administration and customer service related to gift card sales, redemptions, and platform maintenance.
5. Develop and implement Standard Operating Procedures (SOPs) to ensure efficiency and service consistency.
6. Track and analyze KPIs such as call volume, response times, and conversion rates.
7. Handle and resolve customer complaints effectively.
8. Manage people through training, coaching, recruitment, absence, and performance management.
9. Collaborate with venue teams, marketing, and events teams to support campaigns, seasonal activities, and sales goals.
The Person:
The ideal candidate will:
1. Be able to multitask and stay organized in a target-driven, busy environment.
2. Have experience with booking software (preferably Collins).
3. Have experience with telematics (BT Cloudworks).
4. Possess strong leadership, people, and performance management skills.
5. Have operational workflow and resource planning skills.
6. Exhibit excellent communication techniques suitable for engaging with all levels of seniority.
7. Be capable of managing senior stakeholders and challenging where appropriate.
8. Have experience with HR processes such as absence, holiday, and performance management.
9. Possess strong analytical and problem-solving skills.
10. Have excellent Excel and Word skills.
11. Be able to work on multiple tasks simultaneously.
What We Offer:
1. Wagestream – Access up to 40% of earned pay and set automatic savings to support financial wellbeing.
2. 30% discount on food and cinema tickets across all venues in Scotland.
3. Hotel and apartment discounts.
4. Access to Scotsman Perks Benefits Portal.
5. Flexible working opportunities.
6. Career development through Scotsman Steps training program.
7. 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.
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