At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and optimise performance.
- Company: Join the prestigious Dorchester Collection, known for its extraordinary guest experiences.
- Benefits: Enjoy complimentary hotel stays, discounts, and world-class development opportunities.
- Other info: Embrace a culture of inclusivity and personal growth in a vibrant work environment.
- Why this job: Become a legend in your field while making a real impact on guest experiences.
- Qualifications: Strong leadership skills and a passion for outstanding customer service.
The predicted salary is between 30000 - 32700 £ per year.
We care about your career and are known for having the absolute best people in the industry. When you join us, you start a unique opportunity to become celebrated as the very best in your field. You’ll 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'll get
- Complimentary stays with breakfast included in all Dorchester Collection hotels
- 50% off at bars and restaurants within all 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
- Subsidised access to gyms, fitness classes and wellbeing experiences
What you'll do
You’ll love what you do and take pride in delighting our guests:
- You will be responsible for leading our Specialists and Coordinators at all levels to provide exceptional customer service through all channels, ensuring our guests receive nothing but the best experience. This includes optimising the conversion of all enquiries to achieve operational excellence and maximise revenue.
- In collaboration with the other Team Leaders, you will be responsible for the operational contact centre team, utilising a quality framework to coach and develop specialists, enhancing their skills and performance.
- You’ll work collaboratively with the Global Contact Centre Supervisors ensuring optimal performance of the contact centre and successfully delivering on financial and service-based expectations.
- You’ll be responsible for delivering targeted regular coaching and feedback meetings with your team to optimise performance and identify areas of development.
- You will be responsible for leading the team of specialists on familiarisation trips to all our properties worldwide.
- You will be tasked with improving team engagement with initiatives and projects to support the team’s morale and development.
- You’ll be responsible for people management including absences and assessing performance according to our Dorchester Collection code of conduct.
- You’ll also work closely with the various teams within the contact centre, including but not limited to: Operations team, managing operational adherence of the contact centre team to drive consistent service levels, to boost efficiency, Training & Development team, in identifying individual and wider training requirements, ensuring that the team is confident to deliver on the performance requirements of their role.
The items shared are just the essence of a day in the life of a Team Leader, but we’ll make sure you are provided with specifics on how we care for the Collection. The hours of work are shift-based and may be subject to change.
What you'll bring
You’ll bring your unique personality and passion to the role and the team. You have a talent for leading, coaching and motivating teams to achieve targets and delivering excellent service in an operational environment. You’ll have a collaborative approach to teamwork, flexible working style and positive outlook when dealing with change. Communication is what keeps our departments running perfectly. You’ll have excellent written and verbal communication skills with a strong customer service ethic and a passion for delivering outstanding customer service. English is the primary language used in our department, along with the business languages of French, Italian and Arabic. You can comfortably communicate in English and proficiency both in written and spoken French, Italian, Arabic or Japanese is advantageous.
Who we are
Our Hotels: We work with some of the most talented and unique individuals in our business, who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is, after all, our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning, tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.
Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity.
Team Leader, Global Contact Centre in London employer: DORCHESTER COLLECTION
At Dorchester Collection, we pride ourselves on being an exceptional employer in the luxury hospitality sector, offering a dynamic work culture that fosters creativity and collaboration. Our commitment to employee growth is evident through tailored development programmes and opportunities to lead innovative digital initiatives, all set against the backdrop of our prestigious locations. Join us to be part of a team that values excellence and empowers you to make a meaningful impact in the world of luxury hospitality.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader, 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 Team Leader, 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.
