At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and optimise performance.
- Company: Join a prestigious global contact centre known for its legendary team culture.
- Benefits: Enjoy complimentary hotel stays, discounts, bonuses, and world-class development opportunities.
- Other info: Flexible shift-based hours with great career growth potential.
- Why this job: Become a leader in the hospitality industry and make a real impact on guest experiences.
- Qualifications: Strong leadership skills, excellent communication, and a passion for customer service.
The predicted salary is between 30000 - 40000 £ 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 10 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 wellness experiences.
What you'll do:
You will be responsible for leading our Reservations Specialists and executives 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 Global Contact Centre Supervisors ensuring optimal performance of the contact centre and successfully delivering on financial and service‑based expectations.
Our values of passion, personality, respect, working together and creativity guide us each day. As a Team Leader, you’ll have the opportunity to bring these to life and continue to create our legacy. 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 tasked with improving team engagement with initiatives and projects to support the team’s morale and development. Reporting into the Assistant Customer Service Manager, you’ll support them in managing 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:
- Operations team: managing operational adherence of the contact centre team to drive consistent service levels, to boost efficiency.
- Training & Development: support the Training Lead 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. The operational hours of the Global Contact Centre are currently set as: Monday to Friday: 07:00 - 22:00 | Saturday and Sunday: 08:00 – 19:00.
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.
Job Location: United Kingdom, 3rd Floor, 1 Knightsbridge SW1X 7LX London
Reference: 2026-6173
Team Leader, Global Contact Centre employer: Dorchester Hotel Ltd.
At Dorchester Collection, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters personal and professional growth. As a Team Leader in our Global Contact Centre, you will benefit from world-class development opportunities, generous employee perks including complimentary hotel stays and discounts, and a supportive environment that values passion, respect, and collaboration. Join us in London to lead a team of talented individuals and make a meaningful impact in the hospitality industry.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader, Global Contact Centre
✨Tip Number 1
Get to know the company culture! Before your interview, dive into their values and mission. This way, you can show how your personality and passion align with what they stand for. It’s all about making that connection!
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on showcasing your leadership skills and how you can motivate a team. Remember, they want to see the real you shine through!
✨Tip Number 3
Don’t forget to ask questions! Prepare some thoughtful queries about the team dynamics or development opportunities. This shows you’re genuinely interested and ready to engage with the role and the team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have access to all the latest updates and opportunities directly from us. Let’s get you started on this exciting journey!
We think you need these skills to ace Team Leader, Global Contact Centre
Some tips for your application 🫡
Show Your Personality:We want to see the real you! When you're writing your application, let your unique personality shine through. Use a friendly tone and share your passion for customer service and leadership – it’ll help us get to know you better.
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Team Leader role. Mention specific examples of how you've led teams or improved customer service in the past – we love seeing those success stories!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured writing that gets straight to the heart of your achievements and qualifications. Avoid fluff and focus on what makes you a great fit for our team.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the details about the role and our amazing company culture right there.
How to prepare for a job interview at Dorchester Hotel Ltd.
✨Know the Company Inside Out
Before your interview, take some time to research the company and its values. Understand their commitment to exceptional customer service and how they celebrate their employees. This will help you align your answers with their culture and show that you're genuinely interested in being part of their team.
✨Showcase Your Leadership Skills
As a Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully coached or developed team members. Highlight how you’ve improved performance and engagement, as this will resonate well with the interviewers.
✨Communicate Clearly and Confidently
Excellent communication is key in this role. Practice articulating your thoughts clearly and confidently. You might even want to rehearse common interview questions with a friend or in front of a mirror. Remember, your ability to communicate effectively will be assessed throughout the interview.
✨Prepare Questions to Ask
Interviews are a two-way street, so come prepared with thoughtful questions about the role and the company. Ask about their training and development opportunities or how they measure success in the contact centre. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.
