Head of Contact Centre

The QHotels Collection; Morley; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Free health club membership

Discounts across The QHotels

Family & Friends discounts

Support with training & qualifications

Learning & development

Employee Assistance Program

Refer a friend scheme

FREE parking

Job summary

The QHotels Collection is seeking a strategic leader for their contact centre operation. You will drive revenue and maximize booking conversion while inspiring a talented team.

Applicants should have proven leadership experience and strong commercial acumen in the hospitality sector. The role emphasizes exceptional customer service and stakeholder management alongside an inspiring approach to team development.

Qualifications

• Proven contact centre leadership experience.
• Strong commercial acumen with a track record of delivering results.
• Experience in leading and developing high-performing teams.
• Excellent stakeholder management and influencing skills.
• Experience in delivering change and improvement projects.
• Passion for customer service and guest engagement.

Responsibilities

• Champion an exceptional guest experience across every customer interaction.
• Identify opportunities to improve processes, performance, and efficiency.
• Lead and implement change and continuous improvement projects.
• Build strong relationships with hotel, commercial, and support teams.

Skills

Contact centre leadership

Commercial acumen

Stakeholder management

Customer service

Team development

Change management

Job description

Ready to make your mark?

Are you a strategic leader who knows how to turn great service into great results?

Job Perks & Benefits

• Free health club membership (T&Cs apply)
• Discounts across The QHotels Collection
• Family & Friends discounts in hotels across The QHotels Collection
• Support with training & professional qualifications, including course fees!
• Various learning & development available
• Access to an Employee Assistance Program – Hospitality Action
• Refer a friend scheme
• FREE parking
• AND……much, much more!

Opportunities like this do not come around very often!

What will I do?

We’re looking for an experienced, commercially driven leader for our high performing contact centre operation. This is more than just running a contact centre - you’ll be responsible for driving revenue, maximising booking conversion, elevating the customer experience, whilst leading, developing and inspiring a talented team and shaping the future of our guest journey.

• Champion an exceptional guest experience across every customer interaction
• Identify opportunities to improve processes, performance and efficiency
• Lead and implement change and continuous improvement projects
• Build strong relationships with hotel, commercial and central support teams

Is this the role for me?

• Proven contact centre leadership experience
• Strong commercial acumen and a track record of delivering results
• Experience of leading and developing high-performing teams
• Excellent stakeholder management and influencing skills
• Experience of successfully delivering change and improvement projects
• A genuine passion for customer service and guest engagement
• Experience within the hotel, hospitality or leisure sector would be advantageous

Curious to find out more?

The QHotels Collection is a selection of 18 hotels and resorts that share a passion for above-and-beyond service. All our 4* venues offer something different so whether you are seeking a couple or family getaway or if you are looking for a weekend golf or spa break, or simply looking to book a meeting or event, we will definitely have the ideal location for you!

We are proud to be a Disability Confident employer and we are committed to diversity, inclusion, and equal opportunities for all. We believe everyone should be treated equal so should you require any reasonable adjustments to any stage of the recruitment process, please do not hesitate to let us know so we can make the changes accordingly.

We are thrilled to share that all of our hotels have now been accredited with either a Bronze or Silver Award from Green Tourism!

The QHotels Collection proudly supports the UK Armed Forces and have signed the Armed Forces Covenant achieving the Silver Award.

Compensation: Competitive salary