Contact Centre Operations Manager

Hiddenwell - Head Office

Moreton-in-Marsh

On-site

GBP 38,000 - 46,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Spa day on work anniversary

Venue discounts

Pension scheme

Free parking

Employee assistance program

Job summary

Hiddenwell - Head Office in Moreton-in-Marsh is seeking a Contact Centre Operations Manager to oversee the Central Reservations and Guest Contact Centre, delivering operational excellence and excellent guest service.

You will work with Head of Customer Journey & Reservations, Sales Manager, and Guest Experience Operations Manager to provide insight, planning, reporting and improvements. This is a collaborative, non‑line management role with a competitive salary and full-time hours.

Qualifications

Minimum of three years' experience within a contact centre, reservations, or operational performance environment.
Excellent understanding of contact centre KPIs, performance metrics, and operational reporting.
Experience analysing data and turning insight into practical business recommendations.
Excellent organisational and prioritisation skills
Excellent problem-solving and decision-making ability
Excellent communication and stakeholder management skills
Advanced proficiency in Microsoft Excel and reporting tools
High attention to detail and commitment to accuracy

Responsibilities

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
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
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

Skills

Contact centre experience

KPIs & reporting

Data analysis

Organisation & prioritisation

Problem solving

Communication & stakeholder mgmt

Excel & reporting tools

Attention to detail

Tools

Zendesk

Microsoft Excel

Job description

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