The Inn Collection Group is a rapidly expanding, award-winning hospitality company that owns a vibrant portfolio of inns across the North of England and Wales. Their focus is on delivering exceptional customer experiences while fostering a culture of excellence, teamwork, and innovation.
As part of their ongoing commitment to quality guest experience, they are looking to appoint a Customer Service Centre Manager to lead their customer service operation and ensure that every guest interaction is seamless and memorable.
The Role:
As the Customer Service Centre Manager, you will be at the heart of the guest experience, managing a busy, fast-paced contact centre that handles a variety of inquiries – from individual to corporate reservations, and everything in between. Your focus will be on ensuring a seamless, personalised experience for every guest, supporting them from their first inquiry right up to their arrival. You will also provide crucial reservation support to colleagues in their inns, ensuring smooth communication and efficiency.
In addition to guest care, you will deliver process improvements and champion the adoption of new technologies that enhance the contact centre’s efficiency and service quality.
What’s in it for you:
Competitive salary + bonus
25 days holiday, bank holidays and your birthday off
Discounted stay and food & beverages at the Inns
Onsite free parking
Training and development
Life assurance
Responsibilities:
Daily operational leadership of their omnichannel contact centre, ensuring a seamless and positive experience for guests.
Be at the forefront of a team focused on delivering excellent guest service, ensuring agents are trained, motivated, and aligned with guest satisfaction goals.
Monitor and evaluate call performance metrics, identifying areas for improvement
Implement technologies and continuously improve processes to enhance the guest journey.
Coordinate with Inn teams and other departments to deliver a joined-up approach to delivering an exceptional guest experience.
Manage scheduling and resource allocation in the contact centre.
Monitor guest reviews and feedback on various platforms, addressing concerns swiftly and sharing positive stories across the business.
Analyse guest experience data to identify trends and insights, shaping service improvements and influencing future offerings.
About you:
Experience managing a contact centre in hospitality or a similar customer-focused industry.
Leadership skills with the ability to motivate and guide a team to deliver exceptional service.
A passion for enhancing the guest experience through process refinement and innovation.
Excellent communication skills and the ability to develop strong relationships.
Proficiency with contact centre systems, software, and other related technology.
Ability to interpret performance metrics and drive continuous improvement.
If you’re interested in this role of Customer Service Centre Manager, click Apply Now and a member of our team will be in touch.
