Customer Service Manager

Consortium of Lesbian, Gay, Bisexual and Transgender Voluntary and Community Organisations Limited; United Kingdom; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

An LGBT-friendly organization in Westminster is seeking a Customer Service Manager for their Global Contact Centre. The role involves leading a team to ensure excellent guest experiences and managing recruitment, training, and performance. Candidates should have strong leadership skills and be effective in public speaking. This permanent position offers opportunities for career growth, and the successful applicant will engage in international travel for relationship building and product immersion within the company's hotel collection.

Benefits

Professional growth opportunities

Award-winning culture

Qualifications

• Experience in leading customer service teams.
• Strong ability to develop and coach staff.
• Proven track record in managing recruitment and performance.

Responsibilities

• Lead and develop the London team for excellent guest experiences.
• Manage recruitment, hiring, training, and performance.
• Ensure service delivery is maintained across various channels.

Skills

Leadership

Team development

Customer experience management

Performance management

Public speaking

Job description

2026-6027 - Customer Service Manager, Global Contact Centre

Job Location: 3rd Floor, 1 Knightsbridge SW1X 7LX London

Job Type: Permanent

Highlighted Points for this Job

• Customer Service Manager role in Global Contact Centre
• Permanent contract with opportunity for professional growth
• Responsible for leading and developing the London team
• Requires management of recruitment, training and performance
• International travel and relationship building with hotels required
• Office location at 3rd Floor, 1 Knightsbridge, London
• Emphasis on award-winning culture and public speaking opportunities

Division & Department : Sales & Marketing/Contact Center
Contract Type : Permanent
Your future, our legacy :
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.
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.
Location : 3rd Floor, 1 Knightsbridge SW1X 7LX London

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