At a Glance
- Tasks: Support a dynamic customer operation and manage technology to enhance our Global Contact Centre.
- Company: Join the Dorchester Collection, known for extraordinary guest experiences and a supportive culture.
- Benefits: Enjoy complimentary hotel stays, discounts, and world-class development opportunities.
- Other info: Diversity and inclusion are at our core; we value every voice in our team.
- Why this job: Become a legend in your field while working with passionate and creative individuals.
- Qualifications: Strong interpersonal skills, proficiency in Microsoft Office, and analytical thinking required.
The predicted salary is between 31500 - 38500 £ per year.
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. Treasured by guests. Cherished by employees. Celebrated worldwide.
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.
If you need us to do anything to support you during the recruitment process, such as adjustments to how you apply, alternative formats of information, or adjustments to the assessment process itself, please email careers.dc@dorchestercollection.com so that we can discuss how we can support you through the process.
Position Overview
We care about your career and are known for having the absolute best people in the industry. When you join us as the Operations Specialist, 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.
The stages of the recruitment process are:
- First stage interview with Operations Lead and Team Development Lead
- Analytics Assessment
- Final Stage interview with Operations Lead and People & Culture
What you'll get
As Operations Specialist at our Global Contact Centre, here are just some of the great benefits you will receive:
- 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
- Competitive retirement scheme
What you'll do
You will support the delivery of a multichannel customer operation, producing reports and sharing insights with diverse stakeholder groups at all levels of the business, expertly articulating business requirements, expectations and outcomes. You will be responsible for daily intraday scheduling, adapting to business requirements to enable the Global Contact Centre’s multilingual team to manage the department’s daily tasks. You will be responsible for the regular management of the technology used within the GCC, and instrumental in implementing new technology to help drive the department forward. Working closely with the Operations Lead, you will support with providing insights and tracking on our KPIs and SLAs, and performance metrics of our team members. Our values of Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As an Operations Specialist, you’ll have the opportunity to bring these to life and continue to create our legacy. You will represent the Operational departments’ needs and perspectives during interdepartmental meetings.
What you'll bring
Essential Skills:
- You have excellent interpersonal and relationship-building skills, and possess resilience and a collaborative, solution-driven approach to promote continuous improvement.
- Proficient use of Microsoft Office and an advanced knowledge of Microsoft Excel and PowerPoint in particular are a requirement.
- English is the primary language used in our Global Contact Centre. You can comfortably communicate in this language both verbal and written.
- Exceptional analytical and conceptual thinking skills, as well as a basic understanding of statistics.
- Ability to work independently, using initiative to prioritise workload and manage time effectively to meet deadlines.
Desirable Skills:
- Previous experience with Workforce Management (WFM) systems and techniques with a good understanding of workload forecasting and of Real-Time Management (RTM).
- Knowledge of, and experience with, various Business Intelligence platforms (such as Microsoft PowerBI) are desirable.
- Previous Contact Centre and/or Hospitality experience are desirable, particularly in the areas of Business Analysis, Workforce Management, or Revenue Management.
- Our multilingual team speaks a large variety of languages. Knowledge of our business languages French, Italian, or Arabic are a desirable. Any additional language proficiencies are a plus.
Job Location: United Kingdom
Location: 3rd Floor, 1 Knightsbridge SW1X 7LX London
Operations Specialist, Global Contact Centre 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 Operations Specialist, Global Contact Centre
✨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 Operations Specialist, Global Contact Centre
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.
