Call Centre Manager - #1797486

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 looking for an experienced Call Centre Manager who has proven experience within an inbound environment to join our busy Call Centre based in the West End of Glasgow. The Call Centre Manager will join the transformational process of our Call Centre, improving the overall performance and efficiency whilst managing the team to deliver excellence. Reporting to the Head of Sales, you will have autonomy to influence the Call Centre at Senior Level.

The successful person will have a passion for customer service, great communication skills and an organised approach. You will require previous experience in a managerial position to enable you to achieve KPIs for yourself and your team.

Role Responsibilities

• Lead and manage the centralised contact centre team across all customer communication channels (phone, email, online booking platforms, live chat, 3rd party platforms, and social media).
• Oversee teams end-to-end handling of group, event, and private hire enquiries - from initial contact to confirmed booking - ensuring accuracy, consistency, and timely communication.
• Manage day-to-day operations of the call centre, maintaining high service levels and optimising team productivity.
• Supervise the administration and customer service around gift card sales, redemptions, and platform maintenance.
• Develop and implement Standard Operating Procedures (SOPs) to ensure efficiency and service consistency across call centre.
• Track and analyse key performance indicators (KPIs) including call volume, response times, and conversion rates
• Complaint Handling & Resolution
• People Management; Training & Coaching, Recruitment, Absence Management & Performance
• Collaborate closely wih venue teams, marketing, and in venue events teams to support campaigns, seasonal activity, and sales goals.
  
  

The Person

The ideal candidate will have:

• Have the ability to multitask and stay organised within a target driven, busy environment.
• Have experience of booking software (Collins preferable).
• Have experience with telematics (BT Cloudworks).
• Leadership, People and Performance Management skills.
• Operational (workflow) and resource planning skills.
• Have excellent communication techniques, with the ability to communicate with other levels of seniority within the business.
• An ability to manage senior stakeholders and challenge where appropriate
• Have experience in HR processes, such as absence, holiday, and performance management.
• Strong analytical and problem-solving skills
• Excellent Excel and Word skills
• An ability to work on multiple tasks simultaneously
  
  

What We Offer

• Wagestream – Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing.
• 30% off of food and cinema tickets in all of our venues across Scotland.
• Hotel and Apartment discounts.
• Access to Scotsman Perks Benefits Portal.
• Flexible working opportunities.
• Career development through our Scotsman Steps training programme.
• Refer a Friend Scheme.
  
  

The Process

If you think this is the role for you then apply now and one of our friendly team will be in touch.