Guest Contact Centre Lead – Experience & Performance

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

Benefits offered by this job

Spa day benefit

Employee assistance program

Discounts on stays

Job summary

Hiddenwell is seeking a Contact Centre Operations Manager to support the day-to-day operation of the Central Reservations and Guest Contact Centre in Moreton-in-Marsh, Gloucestershire. The role focuses on operational insight, planning, reporting and continuous improvement, working with senior stakeholders to drive performance and deliver exceptional guest experiences.

This is a collaborative, non-management role requiring analytical capability and a passion for customer service, with a 40-hour

Qualifications

• Minimum of three years' experience in contact centre, reservations, or operational performance.
• Excellent understanding of contact centre KPIs, performance metrics, and operational reporting.
• Experience turning data into practical business recommendations.
• Excellent organisational and prioritisation skills.
• Strong 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

• Monitor performance across all guest contact channels to meet service KPIs.
• Develop demand forecasts and staffing recommendations based on data and business needs.
• Produce daily, weekly, and monthly operational reporting packs.
• Identify risks to service delivery and propose corrective actions.
• Collaborate with Sales, Guest Experience, Property Operations, Marketing, Finance, IT and other stakeholders.
• Support continuous improvement initiatives and SOP updates.

Skills

Contact centre experience

KPIs & reporting

Data analysis

Stakeholder management

Microsoft Excel

Organisational skills

Problem-solving

Communication

Attention to detail

Tools

Zendesk

Job description

Hiddenwell is seeking a Contact Centre Operations Manager to support the day-to-day operation of the Central Reservations and Guest Contact Centre in Moreton-in-Marsh, Gloucestershire. The role focuses on operational insight, planning, reporting and continuous improvement, working with senior stakeholders to drive performance and deliver exceptional guest experiences.

This is a collaborative, non-management role requiring analytical capability and a passion for customer service, with a 40-hour