At a Glance
- Tasks: Lead and develop a dynamic team in our Global Contact Centre, ensuring exceptional guest experiences.
- Company: Join a prestigious hospitality brand known for its award-winning culture and top-notch service.
- Benefits: Enjoy complimentary hotel stays, discounts, private medical insurance, and world-class development opportunities.
- Other info: Opportunities for international travel and participation in prestigious awards.
- Why this job: Become a legend in customer service while making a real impact in a vibrant, multicultural environment.
- Qualifications: Proven experience in managing large teams and a passion for delivering outstanding customer service.
The predicted salary is between 36000 - 60000 £ per year.
We care about your career and are known for having the absolute best people in the industry. When you join us as the Customer Service Manager at our Global Contact Centre, you start a unique opportunity to become celebrated as the very best in your field. You will learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.
What you will get:
- Complimentary stays with breakfast included in all 10 Dorchester Collection hotels.
- 50% off at bars and restaurants within all of our Dorchester Collection hotels.
- £750 Refer a friend bonus scheme.
- World class development opportunities.
- Social events throughout the year.
- Workday Lunches in the form of a prepaid contactless card.
- Season ticket loan and cycle to work scheme.
- Exclusive Access to a discount platform featuring 1000s of retailers.
- Private medical insurance.
- Competitive retirement scheme.
What you will do:
You will be responsible for leading, developing and coaching the London team of the Global Contact Centre. In your role, you will be working directly with two direct reports - Assistant Customer Service Manager and Team Development Lead, as well as indirectly with Team Leaders to ensure they have knowledge, skills and capability to manage their teams. You will ensure the delivery of excellent guest experience through a variety of channels to include phone, email, webchat and WhatsApp, to ensure consistent service which represents Dorchester Collection brand values. You will liaise with key stakeholders to gather information and manage complex issues and queries that are escalated and ensure service delivery is maintained at all times. You will manage the recruitment, hiring, training, development and performance management, succession planning and engagement of the Global Contact Centre team. Identify training needs and create development plans to ensure skills and knowledge are developed and the Contact Centre career path framework is maintained. You will review data to include KPIs, agent performance dashboards and SLAs to ensure optimum levels of quality and service are met and improvements delivered. Additionally, you will have ownership over the team's sales incentive structure, evolving when necessary and keeping it relevant for the team.
Our values of Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As the Customer Service Manager at our Global Contact Centre, you will have the opportunity to bring these to life and continue to create our legacy. You will focus on ways to drive our award winning culture and look for opportunities of other national and international awards to apply for; present with confidence during award judging panels and other public speaking opportunities. Possessing gravitas and inspiring confidence, you will lead Product Immersions (hotel visits) to the 10 hotels in our Collection, with the intention of educating and enhancing the skills of the Contact Centre team members, as well as meaningful relationship building with the hotels. International travel is a requirement.
What you will bring:
You have a talent and passion for leading and energizing large teams in a multi-cultural environment through clear communication, consistent engagement, and a proactive approach to team motivation. Previous experience managing a large team is essential. You demonstrate confidence and strength of character to achieve positive outcomes and business deliverables. You have a strong customer service ethic and a growth mindset with the ability to build strong interpersonal relationships. Influential, creative, but hands-on professional with a proven track record of managing customer or guest services in a high touchpoint luxury brand or hospitality industry. Participative management approach that inspires confidence in others, with a change-ready attitude and self-motivated approach to work. Strong commercial awareness and ability to interpret business performance to deliver tangible results. English is the primary language used in our office. You can communicate effectively in English, both written and verbal. Knowledge of French, Italian, Arabic and/or Japanese is advantageous, but not required.
Customer Service Manager, Global Contact Centre in London employer: DORCHESTER COLLECTION
As a Customer Service Manager at our Global Contact Centre, you will join a prestigious company renowned for its commitment to excellence and employee development. With access to world-class training, competitive benefits including complimentary hotel stays and private medical insurance, and a vibrant work culture that celebrates creativity and teamwork, you will thrive in an environment that values your growth and contributions. Located in London, this role offers unique opportunities for international travel and relationship building within our luxury hotel collection, making it an exceptional place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager, Global Contact Centre in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DORCHESTER COLLECTION. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DORCHESTER COLLECTION before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager, Global Contact Centre in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DORCHESTER COLLECTION:Your cover letter is your chance to shine! Tell us why you want to work at DORCHESTER COLLECTION specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DORCHESTER COLLECTION!
How to prepare for a job interview at DORCHESTER COLLECTION
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
