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Bayfields Opticians and Audiologists
Contact Center ManagerBayfields Opticians and Audiologists • Esholt, England, GB
Contact Center Manager

Contact Center Manager

Bayfields Opticians and Audiologists • Esholt, England, GB
30+ days ago
Job type
  • Full-time
Job description

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

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Contact Center Manager • Esholt, England, GB

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