Contact Centre Operations Manager

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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