Call Centre Manager Full Time

We are seeking a motivated and dedicated professional with previous management experience in a customer service environment, who is passionate about delivering exceptional care. As a Call Centre Manager at Specsavers, you will work alongside a skilled team of professionals, leading by example and inspiring excellence while ensuring outstanding customer service at every interaction.

Our store  

The Crawley Specsavers store, located in The Martlets shopping area, is a busy and well‑established optical and audiology hub offering comprehensive eye and hearing care to the local community. As a large store featuring 10 test rooms and an on‑site call centre, it is well‑equipped to support high customer demand while maintaining excellent clinical and service standards.

Our store is just a short walk from Crawley Train Station, making it easily accessible for commuters and local residents. Visitors travelling by bus can take advantage of frequent services that stop at multiple points within close proximity to the store. For those arriving by car, the area is well-connected via nearby routes, with multiple parking options available in the town centre.

The store’s central location within a busy shopping district ensures straightforward access whether travelling on foot, by public transport, or by road.

Our team  

The Crawley Specsavers team is made up of around 30 dedicated, friendly and highly skilled colleagues who work together to deliver an exceptional customer experience every day, including a close‑knit call centre team of 5 who play a key role in supporting customers and the wider store. The team includes a diverse mix of qualified optometrists, dispensing opticians, optical assistants, audiology professionals, retail specialists and call centre colleagues, all bringing their own strengths, expertise and personalities to the business. They pride themselves on creating a supportive, collaborative environment where everyone plays an important role in keeping the store running smoothly, from guiding customers through frame choices and handling enquiries over the phone to supporting clinical services behind the scenes. With a strong focus on teamwork, development and communication, the group is known for its warm atmosphere, problem‑solving mindset and commitment to delivering great service.

What’s on offer? 

As well as all the support you need and great training and development opportunities, we have a whole load of benefits on offer for you to enjoy. These include:  

• Total package up to £37k, comprising basic salary plus additional benefits and incentives, dependent on experience
• Full Time – 42 hours per week, to include weekend working
• We will auto-enroll you into the pension scheme with an employer contribution when you contribute too
• Specsavers Perks – a portal to a world of great everyday discounts and savings
• WeCare – our employee support service to help you and your immediate family when you need it most
• Complimentary subscription to the Headspace app
• Eyecare and hearcare discounts for you and your family
• Enjoy an additional paid day off on your birthday to celebrate you!
• Enhanced family leave and company sick pay

What we’re looking for?

If this is still sounding like a bit of you, we do need you to have a few skills to get started as a Call Centre Manager. These include:

• Must‑have proven managerial experience, with the confidence to lead, inspire and support a team to be their best
• Strong customer service experience and a genuine passion for delivering outstanding care and service every time
• The ability to coach, develop and motivate colleagues, creating a positive, inclusive and high‑performing team environment
• Experience managing day‑to‑day operations, including rotas, workloads and ensuring smooth call centre activity
• Excellent communication skills, with the ability to build strong relationships with colleagues and customers alike
• A calm, supportive and solutions‑focused approach to handling queries and escalations
• Confidence using KPIs and performance measures to improve service quality and drive continuous improvement
• Strong organisation and time‑management skills, with a flexible approach in a fast‑paced environment
• A real team‑player mindset, aligned with Specsavers’ values of care, collaboration and development

Find out more

If you have everything we’re looking for and are excited by this opportunity, we’re excited to hear from you. Now’s the perfect time to apply!