Contact Centre Manager

Location: Clayhill, Lyndhurst.

Salary: Negotiable DOE - Please indicate desired package on application

Hours: Full Time, some weekend work required.

We are excited to start the search for our new Contact Centre Manager, we are looking for a powerhouse with a cracking record in contact centres with a focus on commercialisation in everything you do. We have got a rare opportunity for you to run, shape, define, and elevate our contact centre team into a buzzling sale focused team. This is a new role with scope to grow, develop and show your skills to implement change at an important time for our business.

As the Contact Centre Manager your will have a key role within our Commercial Team overseeing the daily contact centre, ensuring a high performing operation and attention to detail. You will inject the team to become a busy sale focused team, implement strategic goals, high call and offline conversion with excellent customer satisfaction. The business is a fast paced and exciting environment for those that seek a varied role and regular change. We are growing and we want you to grow with us.

Key Responsibilities:

Operational Management:

• Manage the daily operations of our Contact centre, juggling business and people priorities to ensure the achievement of key KPI’s and objectives
• Manage a team of 14 handling incoming calls, online chat, and offline email requests for room, restaurant, spa, and event reservations across all properties.
• Develop and implement processes that enhance efficiency, customer satisfaction, and sales conversion rates across all contact channels.
• Act as the main point of contact for all reservation-related matters, supporting the team and hotels in achieving their targets.
• To continuously monitor business performance and make adjustments to meet targets as set out in the annual budget.
• The ideal candidate needs experience of running and implementing a concierge environment managing internal as well as external suppliers to ensure maximum guest experience prior and during their stay.

Revenue and Performance Management:

• Work closely with the Revenue Director to implement and maintain the revenue strategy, including yield management, rate strategies, and up-to-date system usage (Opera, Sevenrooms, Trybe).
• Continuously monitor business performance, making real-time adjustments to meet and exceed budgetary targets.
• Analyse call statistics, online bookings, and revenue trends, providing insights and recommendations for improvements.

Team Leadership and Development:

• Lead, mentor, and develop the Contact Centre and Reservations team.
• Manage recruitment, training, development, scheduling, and performance reviews for the team.
• Continuously drive and ensure successful workforce planning
• Encourage continuous improvement through coaching, training programs, and succession planning.

Customer Experience and Quality Assurance:

• Ensure high standards of customer service, managing guest profiles accurately across systems to support marketing and personalised experiences.
• Ensure the accurate guest profiling across systems such as Opera, Sevenrooms and Trybe to support marketing initiatives.
• Monitor and improve quality standards through regular review of mystery shop results, customer feedback, and service metrics.

Collaboration and Communication:

• Foster effective communication channels with Hotel Directors, Reception Managers, and other departments
• Ensure all large social events, holiday bookings, and special packages are accurately managed, allocated, and processed.
• Provide technical and operational support to the Contact Centre and hotel teams as needed

Experience, Skills & Qualifications:

• Proven experience as a Contact Centre Manager, Reservations Manager, or similar leadership role in a hospitality/customer service environment.
• Strong leadership and team management skills with a passion for coaching, development, and delivering results.
• Commercially driven, with experience in sales strategies, and budget control.
• Proficient in hospitality software including Opera, Sevenrooms, Trybe, Sina or similar.
• Excellent communication, analytical, and problem-solving skills with a continuous improvement mindset.
• Ability to produce, interpret, and act on performance data and service metrics.
• Experience in workforce planning, recruitment, and people development.
• A background in hospitality is advantageous, but not essential.