At a Glance
- Tasks: Lead the Contact Centre to enhance guest experiences and operational performance.
- Company: Join Hiddenwell, a luxury wellness and hospitality brand.
- Benefits: 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 satisfaction in a dynamic hospitality setting.
- Qualifications: 3+ years in contact centre or operational roles with strong analytical skills.
The predicted salary is between 42000 - 42000 £ per year.
- Contact Centre Operations Manager - Moreton-in-Marsh 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
- Workforce Planning & Resource Optimisation
- 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
- Continuous Improvement
- 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.
Essential Skills & Experience
- 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
Desirable
- 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'll be 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
- Competitive salary
- 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
- Pension scheme
- Free Parking
- Refer-a-Friend scheme
- Excellent Induction and training programme
- Perkbox Online benefits and discounts
- On-line 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!
Contact Centre Operations Manager - Moreton-in-marsh in Moreton in Marsh employer: Hiddenwell
At Hoar Cross Hall, we pride ourselves on creating a warm and welcoming environment where our team members are valued and supported. As a Retail Assistant, you'll enjoy a range of benefits including complimentary spa days, discounts across our venues, and access to excellent training programmes, all while working in a stunning historic estate that prioritises luxury and high standards in hospitality. Join us for a rewarding career where your passion for retail and customer service can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Operations Manager - Moreton-in-marsh in Moreton in Marsh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hiddenwell. 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 Hiddenwell 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 Contact Centre Operations Manager - Moreton-in-marsh in Moreton in Marsh
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 Hiddenwell:Your cover letter is your chance to shine! Tell us why you want to work at Hiddenwell 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 Hiddenwell!
How to prepare for a job interview at Hiddenwell
✨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.
