Contact Centre Operations
Manager
Location: Moreton-in-Marsh,
Gloucestershire (Head Office)
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 - £42,000 per
annum
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!
