Contact centre operations manager Work, Jobs in Heythrop, Oxf (with Salaries)

Contact Centre Operations Manager
Hiddenwell - Head Office —Moreton-In-Marsh
- £42,000 a year
- Full-time
- Hospitality
- Microsoft Excel
- Sales
- Free parking
- Employee assistance programme
Quick apply
1d
Senior Systems Manager - Data
Silverstone —Silverstone
- Full-time
- Azure
- SQL
- AWS
Quick apply
8d
Operations Manager
Porterbrook —Long Marston
- Full-time
- Driving
- IT
- Leadership
- Annual leave
Quick apply
4d
Operations Manager
University of Oxford —Oxford
- £49,119 - £58,265 a year
- Full-time
- Administrative experience
- Leadership
- Annual leave
- Employee discount
Patient Contact Centre Navigator
Principal Medical Limited —Banbury
- £25,000 - £26,000 a year
- Part-time
- Microsoft Word
- Microsoft Excel
- Customer service
- Annual leave
Quick apply
Support Worker - (Recovery) Banbury Lodge
UK Addiction Treatment Centres —Banbury
- £12.98 an hour
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Free parking
- Health & wellbeing programme
Quick apply
Data Centre Technician , Data Center Operations
Amazon Data Services UK Limited —Didcot
- 12 hour shift
- AWS
- Travel
- Computer networking
Logistics Manager
Silverstone —Silverstone
- Weekend availability
- CAD
- Project management
- Organisational skills
Quick apply
1d
Youth Centre Manager
Ourside Youth Association —Evesham
- £29,000 a year
- Weekend availability
- Management
- Supervising experience
- Bachelor's degree
Quick apply
Escalation Resolution Associate
Tripadvisor —Oxford
- 8 hour shift
- Hybrid work
- Customer service
- English
- Computer skills
- Employee assistance programme
- Employee discount
Quick apply
Web Executive
Bibby Financial Services —Banbury
- £40,000 - £45,000 a year
- Full-time
- Management
- Financial services
- Gym membership
Quick apply
11d
People & Culture Manager
OKA DIRECT LIMITED —Milton
- Full-time
- Hybrid work
- Employee assistance programme
- Employee discount
Quick apply
Service Resolution Manager
Tripadvisor —Oxford
- Hybrid work
- Management
- In-person
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
Centre Administrator, Didcot
British Land —Didcot
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Automation and AI Governance Officer
Warwickshire County Council —Warwick
- £33,699 - £36,363 a year
- Full-time
- English
- IT
- AI
- Annual leave
- Employee discount
5d
Project Manager
University of Oxford —Oxford
- £39,424 - £47,779 a year
- Full-time
- Doctoral degree
- Analysis skills
- Project management
- Annual leave
11d
Technical Services Manager - CNI
Mitie —Warwick
- Full-time
- Analysis skills
- Organisational skills
- Leadership
- Annual leave
Trainee Duty Manager
Serco Plc —Oxford
- £15.06 an hour
- Part-time
- Customer service
- Communication skills
- Annual leave
Senior Automation and AI Governance Officer
Warwickshire County Council —Warwick
- £36,363 - £39,152 a year
- Full-time
- English
- Supervising experience
- AI
- Annual leave
- Employee discount
5d
FGA Technical Support & Warranty Executive
Crowcon Detection Instruments Limited —Abingdon
- £28,000 - £29,000 a year
- Hybrid work
- Free parking
- Employee assistance programme
Quick apply

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Contact Centre Operations Manager

Hiddenwell - Head Office
Moreton-In-Marsh

Quick apply

Job details

Full-time
£42,000 a year
1 day ago

Benefits

Free parking
Company pension
Employee assistance programme
Employee discount
Referral programme

Qualifications

Hospitality
Microsoft Excel
Sales
Customer service
Analysis skills
Zendesk
Organisational skills
Communication skills

Full job description

Contact Centre Operations Manager

Location: Moreton-in-Marsh, Gloucestershire (Head Office)

About Hiddenwell

At Hiddenwell, we create exceptional wellness and hospitality experiences across our award-winning portfolio of luxury spa and hotel destinations. Our guests are at the heart of everything we do, and we're looking for a talented Contact Centre Operations Manager to help us deliver outstanding service at every stage of the guest journey.

This is an exciting opportunity for an analytical, commercially aware, and operationally focused professional to play a key role in supporting the performance of our Central Reservations and Guest Contact Centre.

The Role

As Contact Centre Operations Manager, you will be responsible for supporting the effective day-to-day operation of our Central Reservations and Guest Contact Centre. Working closely with the Head of Customer Journey & Reservations, Sales Manager, and Guest Experience Operations Manager, you'll provide the operational insight, planning, reporting, and continuous improvement initiatives needed to drive performance and ensure exceptional guest experiences.

This is a highly collaborative role where you'll influence performance through strong stakeholder relationships and operational expertise rather than direct line management responsibility.

What You'll Be Doing

Operational Performance & Service Delivery

Monitoring performance across all guest contact channels, ensuring service standards and KPIs are achieved
Identifying risks to service delivery and recommend corrective actions
Analysing trends and performance data to support operational decision-making
Coordinating operational priorities during periods of fluctuating demand or service disruption

Workforce Planning & Resource Optimisation

Developing demand forecasts and resource plans based on historical data and business requirements
Producing staffing recommendations to support service delivery objectives
Monitoring schedule adherence, occupancy, and utilisation to maximise efficiency
Identifying future capacity risks and propose mitigation plans

Reporting & Performance Insight

Producing daily, weekly, and monthly operational reporting packs
Analysing key metrics including service levels, response times, abandonment rates, productivity, occupancy, and contact volumes
Translating data into meaningful insight and actionable recommendations
Supporting executive-level reporting and performance reviews

Continuous Improvement

Identifying operational inefficiencies and opportunities for improvement
Supporting the implementation of new processes, technologies, and ways of working
Developing and maintaining standard operating procedures and process documentation
Measuring and reporting on the success of improvement initiatives

Governance & Stakeholder Collaboration

Ensuring adherence to operational processes, policies, and compliance standards
Supporting business continuity planning and audit activities
Collaborating closely with Sales, Guest Experience, Property Operations, Marketing, Finance, IT, and other key stakeholders
Providing operational expertise to support business objectives and strategic initiatives

About You

We're looking for someone who combines strong analytical capability with a passion for operational excellence and customer service.

Essential Skills & Experience

Have a minimum of three years' experience within a contact centre, reservations, or operational performance environment
Have an excellent understanding of contact centre KPIs, performance metrics, and operational reporting
Have experience analysing data and turning insight into practical business recommendations.
Have excellent organisational and prioritisation skills
Have excellent problem-solving and decision-making ability
Have excellent communication and stakeholder management skills
Have an advanced proficiency in Microsoft Excel and reporting tools
Have a high attention to detail and commitment to accuracy

Desirable

Have experience within hospitality, travel, leisure, or luxury service sectors
Have knowledge of workforce planning and forecasting methodologies
Have experience using Zendesk or similar contact centre platforms
Have exposure to operational change and continuous improvement programmes
Be familiar with property management systems and operational technologies

What Makes You Successful

You'll thrive in this role if you are:

Analytical, proactive, and solutions-focused
Comfortable working in a fast-paced environment
Calm and effective under pressure
Naturally collaborative and relationship-driven
Passionate about improving processes and performance
Committed to balancing operational efficiency with exceptional guest experiences
Aligned with the Hiddenwell values of professionalism, integrity, accountability, and excellence

Additional Information

Full-Time position – 40 hours per week
Working 5 out of 7 days per week
£42,000 per annum

Why Join Hiddenwell?

You'll be joining a growing, award-winning hospitality business where your expertise will directly influence the guest experience and operational success of our luxury spa and hotel portfolio.

If you're passionate about performance, continuous improvement, and delivering exceptional service, we'd love to hear from you.

Benefits

Competitive salary
Complimentary Spa Day on work anniversaries at any of our company spas
Coffee, tea and snacks from our kitchen
Access to the Employee Assistance Program
30% discount on overnight stays and spa days
Discounts on food, drink and retail across our venues
Pension scheme
Free Parking
Refer-a-Friend scheme
Excellent Induction and training programme
Perkbox Online benefits and discounts
On-line Doctor support (appointments/prescriptions)
A fun, supportive and inclusive work environment with loads of development opportunities

Apply today and help shape the future of the Hiddenwell guest journey!

INDHEADOFFICE

Quick apply

Refine Your Search

contact centre operations manager jobs in heythrop, oxf

Contact Centre Operations Manager

Senior Systems Manager - Data

Operations Manager

Operations Manager

Patient Contact Centre Navigator

Support Worker - (Recovery) Banbury Lodge

Data Centre Technician , Data Center Operations

Logistics Manager

Youth Centre Manager

Escalation Resolution Associate

Web Executive

People & Culture Manager

Service Resolution Manager

Centre Administrator, Didcot

Automation and AI Governance Officer

Project Manager

Technical Services Manager - CNI

Trainee Duty Manager

Senior Automation and AI Governance Officer

FGA Technical Support & Warranty Executive

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