At a Glance
- Tasks: Lead the operations of our Contact Centre to enhance guest experiences and drive performance.
- Company: Join Hiddenwell, a luxury wellness and hospitality brand dedicated to exceptional service.
- Benefits: Enjoy a competitive salary, spa perks, discounts, and a supportive work environment.
- Other info: Full-time role with excellent career development opportunities.
- Why this job: Make a real impact on guest journeys in a dynamic and rewarding role.
- Qualifications: 3+ years in contact centre or operational performance with strong analytical skills.
The predicted salary is between 42000 - 42000 £ per year.
About Hiddenwell
At Hiddenwell, we create exceptional wellness and hospitality experiences across our award-winning portfolio of luxury spa and hotel destinations.
Our guests are at the heart of everything we do, and we're looking for a talented Contact Centre Operations Manager to help us deliver outstanding service at every stage of the guest journey.
This is an exciting opportunity for an analytical, commercially aware, and operationally focused professional to play a key role in supporting the performance of our Central Reservations and Guest Contact Centre.
The Role
As Contact Centre Operations Manager, you will be responsible for supporting the effective day-to-day operation of our Central Reservations and Guest Contact Centre.
Working closely with the Head of Customer Journey & Reservations, Sales Manager, and Guest Experience Operations Manager, you'll provide the operational insight, planning, reporting, and continuous improvement initiatives needed to drive performance and ensure exceptional guest experiences.
This is a highly collaborative role where you'll influence performance through strong stakeholder relationships and operational expertise rather than direct line management responsibility.
- What You'll Be Doing
- Operational Performance & Service Delivery
- Monitoring performance across all guest contact channels, ensuring service standards and KPIs are achieved
- Identifying risks to service delivery and recommend corrective actions
- Analysing trends and performance data to support operational decision‑making
- Coordinating operational priorities during periods of fluctuating demand or service disruption
- Developing demand forecasts and resource plans based on historical data and business requirements
- Producing staffing recommendations to support service delivery objectives
- Monitoring schedule adherence, occupancy, and utilisation to maximise efficiency
- Identifying future capacity risks and propose mitigation plans
- Reporting & Performance Insight
- Producing daily, weekly, and monthly operational reporting packs
- Analysing key metrics including service levels, response times, abandonment rates, productivity, occupancy, and contact volumes
- Translating data into meaningful insight and actionable recommendations
- Supporting executive‑level reporting and performance reviews
- Identifying operational inefficiencies and opportunities for improvement
- Supporting the implementation of new processes, technologies, and ways of working
- Developing and maintaining standard operating procedures and process documentation
- Measuring and reporting on the success of improvement initiatives
- Governance & Stakeholder Collaboration
- Ensuring adherence to operational processes, policies, and compliance standards
- Supporting business continuity planning and audit activities
- Collaborating closely with Sales, Guest Experience, Property Operations, Marketing, Finance, IT, and other key stakeholders
- Providing operational expertise to support business objectives and strategic initiatives
About You
We're looking for someone who combines strong analytical capability with a passion for operational excellence and customer service.
- Have a minimum of three years' experience within a contact centre, reservations, or operational performance environment
- Have an excellent understanding of contact centre KPIs, performance metrics, and operational reporting
- Have experience analysing data and turning insight into practical business recommendations.
- Have excellent organisational and prioritisation skills
- Have excellent problem‑solving and decision‑making ability
- Have excellent communication and stakeholder management skills
- Have an advanced proficiency in Microsoft Excel and reporting tools
- Have a high attention to detail and commitment to accuracy
- Have experience within hospitality, travel, leisure, or luxury service sectors
- Have knowledge of workforce planning and forecasting methodologies
- Have experience using Zendesk or similar contact centre platforms
- Have exposure to operational change and continuous improvement programmes
- Be familiar with property management systems and operational technologies
- What Makes You Successful
You’ll thrive in this role if you are
- Analytical, proactive, and solutions‑focused
- Comfortable working in a fast‑paced environment
- Calm and effective under pressure
- Naturally collaborative and relationship‑driven
- Passionate about improving processes and performance
- Committed to balancing operational efficiency with exceptional guest experiences
- Aligned with the Hiddenwell values of professionalism, integrity, accountability, and excellence
- Additional Information
- Full‑time position – 40 hours per week
- Working 5 out of 7 days per week
Why Join Hiddenwell?
You’re joining a growing, award-winning hospitality business where your expertise will directly influence the guest experience and operational success of our luxury spa and hotel portfolio.
If you’re passionate about performance, continuous improvement, and delivering exceptional service, we’d love to hear from you.
Benefits
- Complimentary Spa Day on work anniversaries at any of our company spas
- Coffee, tea and snacks from our kitchen
- Access to the Employee Assistance Program
- 30% discount on overnight stays and spa days
- Discounts on food, drink and retail across our venues
- Free Parking
- Excellent induction and training programme
- Perkbox online benefits and discounts
- Online doctor support (appointments/prescriptions)
- A fun, supportive and inclusive work environment with loads of development opportunities
Apply today and help shape the future of the Hiddenwell guest journey!
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Contact Centre Operations Manager employer: Hiddenwell Central Services
Hiddenwell is an exceptional employer that prioritises a vibrant work culture and employee well-being, making it an ideal place for those passionate about guest services. With comprehensive benefits, opportunities for professional growth, and a supportive team environment, employees are empowered to deliver outstanding experiences to guests while enjoying a fulfilling career. Located in a dynamic setting, Hiddenwell offers unique advantages such as flexible scheduling and a commitment to excellence in hospitality.
Contact Details:
Hiddenwell Central Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Operations Manager
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Hiddenwell Central Services. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Hiddenwell Central Services
Don't be shy about reaching out to Hiddenwell Central Services directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Contact Centre Operations Manager
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Hiddenwell Central Services and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Hiddenwell Central Services
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
