Dorchester Collection
Sales & Marketing - Contact Center
Team Leader, Global Contact Centre
Permanent
Full time
We care about your career and are known for having the absolute best people in the industry. When you join us as a Team Leader, 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.
As a Team Leader at our Global Contact Centre, here are just some of the great benefits you will receive:
- Complimentary stays with breakfast included in all Dorchester Collection hotels
- 50% off at bars and restaurants within all 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
- Subsidised access to gyms, fitness classes and wellbeing experiences
- Competitive retirement scheme
You’ll love what you do and take pride in delighting our guests:
- You will be responsible for leading our Specialists and Coordinators at all levels to provide exceptional customer service through all channels, ensuring our guests receive nothing but the best experience. This includes optimising the conversion of all enquires to achieve operational excellence and maximise revenue.
- In collaboration with the other Team Leaders, you will be responsible for the operational contact centre team, utilising a quality framework to coach and develop specialists, enhancing their skills and performance.
- You’ll work collaboratively with the Global Contact Centre Supervisors ensuring optimal performance of the contact centre and successfully delivering on financial and service-based expectations.
- Our values of, Passion, Personality, Respect, Working Together and Creativity guide us each day. As a Team Leader, you’ll have the opportunity to bring these to life and continue to create our legacy.
- You’ll be responsible for delivering targeted regular coaching and feedback meetings with your team to optimise performance and identify areas of development.
- You will be responsible for leading the team of specialist on familiarization trips to all our properties worldwide.
- You will be tasked with improving team engagement with initiatives and projects to support the team’s morale and development.
- You’ll be responsible for people management including absences and assessing performance according to our Dorchester Collection code of conduct.
- You’ll also work closely with the various teams within the contact centre, including but not limited to:
- Operations team, managing operational adherence of the contact centre team to drive consistent service levels, to boost efficiency,
- Training & Development team, in identifying individual and wider training requirements, ensuring that the team is confident to deliver on the performance requirements of their role.
The items shared are just the essence of a day in the life of a Team Leader, but we’ll make sure you are provided with specifics on how we care for the Collection. The hours of work are shift-based and may be subject to change.
- You’ll bring your unique personality and passion to the role and the team.
- You have a talent for leading, coaching and motivating teams to achieve targets and delivering excellent service in an operational environment.
- You’ll have a collaborative approach to teamwork, flexible working style and positive outlook when dealing with change.
- Communication is what keeps our departments running perfectly. You’ll have excellent written and verbal communication skills with a strong customer service ethic and a passion for delivering outstanding customer service.
- English is the primary language used in our department, along with the business languages of French, Italian and Arabic. You can comfortably communicate in English and proficiency both in written and spoken French, Italian, Arabic or Japanese is advantageous.
