Customer Service Manager Global Contact Centre

Dorchester Hotel Ltd.; United Kingdom; On-site; GBP 50,000 - GBP 70,000; Full time

Job summary

A luxury hotel group in the UK is seeking a Customer Service Manager for their Global Contact Centre. This role involves leading a team to deliver exceptional service across multiple channels while embodying the brand's values. The successful candidate will have substantial experience in customer service leadership, a proactive management style, and the ability to inspire and develop a diverse team. This role also includes international travel to enhance team skills through hotel visits.

Benefits

Complimentary stays at hotels

50% off in bars and restaurants

£750 referral bonus

World-class development opportunities

Social events

Workday lunches

Season ticket loan

Private medical insurance

Qualifications

• Experience managing large teams in a multicultural environment.
• Ability to inspire confidence and achieve positive outcomes.
• Strong customer service ethics and growth mindset.

Responsibilities

• Lead and coach the Global Contact Centre team.
• Ensure excellent guest experiences through various channels.
• Manage recruitment, training, and performance management.

Skills

Leadership

Customer service

Team motivation

Communication

Interpersonal relationships

Job description

Customer Service Manager, Global Contact Centre

Hotel

Dorchester Collection

Division & Department

Customer Service Manager, Global Contact Centre

Contract Type

Permanent

Status

Full time

Position Overview

We care about your career and are known for having the absolute best people in the industry. When you join us as the Customer Service Manager at our Global Contact Centre, you start a unique opportunity to become celebrated as the very best in your field. You’ll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.

What you'll get

• Complimentary stays with breakfast included in all 10 Dorchester Collection hotels.
• 50% off at bars and restaurants within all of our Dorchester Collection hotels.
• £750 Refer a friend bonus scheme.
• World class development opportunities.
• Social events throughout the year.
• Workday Lunches in the form of a prepaid contactless card.
• Season ticket loan and cycle to work scheme.
• Exclusive Access to a discount platform featuring 1000s of retailers.
• Private medical insurance.

What you'll do

You’ll love what you do and take pride in delighting our guests and our team:

• You will be responsible for leading, developing and coaching the London team of the Global Contact Centre.
• In your role, you will be working directly with two direct reports – Assistant Customer Service Manager and Team Development Lead, as well as indirectly with Team Leaders to ensure they have knowledge, skills and capability to manage their teams.
• You will ensure the delivery of excellent guest experience through a variety of channels to include phone, email, webchat and WhatsApp, to ensure consistent service which represents Dorchester Collection brand values.
• You will liaise with key stakeholders to gather information and manage complex issues and queries that are escalated and ensure service delivery is maintained at all times.
• You will manage the recruitment, hiring, training, development and performance management, succession planning and engagement of the Global Contact Centre team.
• Identify training needs and create development plans to ensure skills and knowledge are developed and the Contact Centre career path framework is maintained.
• You’ll review data to include KPIs, agent performance dashboards and SLAs to ensure optimum levels of quality and service are met and improvements delivered. Additionally, you will have ownership over the team’s sales incentive structure, evolving when necessary and keeping it relevant for the team.
• Our values of Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As the Customer Service Manager at our Global Contact Centre, you’ll have the opportunity to bring these to life and continue to create our legacy.
• You will focus on ways to drive our award winning culture and look for opportunities of other national and international awards to apply for; present with confidence during award judging panels and other public speaking opportunities.
• Possessing gravitas and inspiring confidence, you will lead Product Immersions (hotel visits) to the 10 hotels in our Collection, with the intention of educating and enhancing the skills of the Contact Centre team members, as well as meaningful relationship building with the hotels. International travel is a requirement.

The items shared are the essence of a day in the life of the Customer Service Manager, but we’ll make sure you are provided with specifics on how we care for our department.

What you'll bring

• You have a talent and passion for leading and energizing large teams in a multi-cultural environment through clear communication, consistent engagement, and a proactive approach to team motivation. Previous experience managing a large team is essential.
• You demonstrate confidence and strength of character to achieve positive outcomes and business deliverables.
• You have a strong customer service ethic and a growth mindset with the ability to build strong interpersonal relationships.
• Influential, creative, but hands‑on professional with a proven track record of managing customer or guest services in a high touchpoint luxury brand or hospitality industry.
• Participative management approach that inspires confidence in others, with a change‑ready attitude and self‑motivated approach to work.
• Strong commercial awareness and ability to interpret business performance to deliver tangible results.
• English is the primary language used in our office. You can communicate effectively in English, both written and verbal. Knowledge of French, Italian, Arabic and/or Japanese is advantageous, but not required.

Job Location

United Kingdom

Location

3rd Floor, 1 Knightsbridge SW1X 7LX London

Our Hotels

We work with some of the most talented and unique individuals in our business, who always ensure the extraordinary guest experience of Dorchester Collection and the hotels within it. It is, after all, our people that bring our vision to life. As a member of our Dorchester Collection Family, we will support your development by nurturing your personality, creating a transparent culture of trust collaboration and appreciation. Supported by our annual personal development planning, tailored learning opportunities and our Academy programs you will be a part of creating a bespoke experience.

Treasured by guests. Cherished by employees. Celebrated worldwide.

Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity.

If you need us to do anything to support you during the recruitment process, such as adjustments to how you apply, alternative formats of information, or adjustments to the assessment process itself, please email [e-mail] so that we can discuss how we can support you through the process.

Reference

2026-6027

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