Customer Service Manager, Global Contact Centre in Westminster

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 will 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 do:

• You will be responsible for leading, developing and coaching the London team of the Global Contact Centre.
• You will work 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.
• You will have ownership over the team’s sales incentive structure, evolving when necessary and keeping it relevant for the team.
• 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.
• 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.

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.

Diversity and Inclusion:

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.

Recruitment support:

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.