Contact Centre Performance Lead – Guest Experience

Hiddenwell - Head Office; Moreton-in-Marsh; On-site; GBP 38,000 - 46,000; Full time

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

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.