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Contact Centre Manager

Contact Centre Manager

The Pig at BrockenhurstBrockenhurst, England, United Kingdom
1 day ago
Job type
  • Full-time
Job description

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.

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