Head of Contact CenterinGlasgow CityinGlasgow CityPUBLISHED WED 12 MAR 2025

Job Title: Head of Contact Centre

Reports To: Divisional Director

Location - Glasgow City Centre

Optical Express is the UK’s only complete eye care provider, and Europe’s leading private provider of laser eye surgery and premium intraocular lens and cataract surgery. Each week Optical Express Surgeons undertake more laser eye surgery and private intraocular lens procedures collectively than any other providers.

For over 35 years, millions of patients have trusted Optical Express with their eye care. Operating clinics across the UK, Ireland, and mainland Europe, Optical Express, supported by an esteemed International Medical Advisory Board, is a thought leader in the global optometry and refractive surgery industry.

Optical Express gives patients their very best results through investing in state of the art technology, employing experienced, highly skilled surgeons and optometrists, continuously analysing clinical outcomes and working with pioneers and innovators from within the industry, to include Johnson & Johnson Vision and Zeiss.

We are recruiting an experienced Head of Contact Centre, to lead initiatives across our teams and brands.

Job Overview:

The Head of Contact Centre is responsible for overseeing the strategic and operational management of the business’s contact centre in the Glasgow. This role ensures the delivery of outstanding patient and customer service while optimising efficiency, compliance, and performance. The position requires strong leadership skills, experience in contact centre management, and an understanding of healthcare regulations and patient care standards.

Key Responsibilities:

Strategic Leadership & Management

• Implement the overall contact centre strategy to enhance customer experience, efficiency, and service delivery.
• Lead and manage a multi-channel contact centre (phone, email, live chat, social media) to provide high-quality patient and customer support.
• Drive continuous improvement initiatives to enhance contact centre operations, including digital transformation and automation where applicable.
• Deliver against key performance indicators (KPIs) and service level agreements (SLAs).
• Work closely with the Head of Digital and external lead providers to maximise performance.
• Develop workforce planning strategies to ensure adequate staffing levels to meet service demands.
• Directly manage Contact Centre Department Team Managers and Leaders.

Operational Excellence & Performance

• Ensure the contact centre operates within industry best practices, maintaining high levels of patient satisfaction and first-call resolution.
• Monitor call handling, call quality, response times, and overall team efficiency to enhance service quality.
• Identify and implement technology solutions such as AI chatbots, CRM systems, and call analytics tools to streamline operations.
• Develop and maintain robust reporting mechanisms to track performance, trends, and areas for improvement.

Customer Experience & Compliance

• Ensure that all customer interactions adhere to healthcare industry standards, GDPR, and any applicable UK regulatory requirements.
• Foster a patient-centric culture, ensuring empathetic and efficient handling of queries, complaints, and appointment scheduling.
• Work closely with clinical and operational teams to ensure seamless patient support and care coordination.
• Implement quality assurance processes, including call monitoring, feedback mechanisms, and training programmes.

Leadership & Team Development

• Recruit, train, and develop a high-performing contact centre team, including managers, team leaders, and agents.
• Drive employee engagement, motivation, and retention through effective leadership and coaching.
• Implement performance management frameworks to assess and develop team capabilities.
• Foster a culture of excellence, accountability, and continuous learning.

Key Skills & Experience:

• Extensive experience in managing a high-volume contact centre, ideally within the healthcare or service industry.
• Proven leadership experience in a senior management role, with a track record of driving service excellence.
• Strong knowledge of contact centre technologies, CRM systems, and digital customer service platforms.
• Understanding of healthcare regulations, data protection laws (GDPR), and patient confidentiality requirements.
• Exceptional communication, problem-solving, and decision-making skills.
• Ability to manage complex operations, drive efficiency, and implement change management initiatives.
• Data-driven approach with experience in using analytics to improve customer service and operational performance.

Desirable Education & Qualifications:

• Bachelor’s degree in Business Management, Healthcare Administration, or a related field is desireable
• Contact Centre Management certification (e.g., COPC, Six Sigma) is desirable.

In return we can offer:

• A competitive salary
• State of the art, modern working environment
• 29 days’ annual leave per year
• Pension scheme
• Free Laser Eye Surgery and Intraocular Lens Surgery
• Free eye tests
• Discounted prescription eyewear and sunglasses
• Generous Optical Express friends and family discount scheme
• Ongoing training and development opportunities

Please apply now by uploading your CV.

This is a fantastic opportunity to join a global organisation where you will have the opportunity to grow and develop within a professional working environment.