Log in Candidate account

I already have a candidate account

By continuing to browse, you accept use of cookies for the purposes of authentication and adding favourites. Find out more
DORCHESTER COLLECTION vacancy search engine

You are here :  Home  ›  Vacancy list  ›  Position Overview

Customer Service Manager

Position Overview

Company Overview


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.

As an employee, you are expected to provide our guests with a bespoke and memorable experience measured to the highest standards of quality and service delivery. Additionally the execution of your position will be in accordance to our company policies, standards and procedures.

Our company values are the fundamental spirit on how we reach our goals. As an ambassador of Dorchester Collection you will be entrusted with our values and expected to further enrich our We Care culture: Passion - Personality - Respect - Working Together - Creativity

This job description is intended to illustrate the main duties and responsibilities of the role. It is not intended to be exhaustive and please be advised that the duties and responsibilities may be added on a temporary or permanent basis as appropriate.   

Reference number


Position Overview

Division & Department

Corporate Office - Contact Centre

Job Title

Customer Service Manager

Contract Type


Position Overview

The Customer Service Manager is responsible to lead the Global Contact Centre team, assisted by the Customer Service Manager in Los Angeles and the London Team Leaders, and ensure that the team deliver excellent customer contact experience through a variety of customer contact channels.

The role will be based in the London Global Contact Centre and will be required to spend time in the US centre based in Los Angeles, as well as attend meetings at other locations in the UK, Europe and LA.


People Management
Performance management of  Global Contact Centre team  and conduct regular one to one meetings to develop a high performance culture.
Identify training needs and create development plans to ensure skills and knowledge are developed and the call centre career path framework  is maintained.
Manage the recruitment, hiring, training, development and performance management, succession planning and engagement of the Global Contact Centre team.
Lead, develop and coach the Customer Service Manager LA and London contact centre Team Leaders to ensure they have knowledge , skills and capability to manage their teams.
Promote effective communication throughout the team and encourage feedback and customer insight to enhance customer experience.


Operational Performance
Deliver excellent customer contact experience through a variety of customer contact channels to include phone and email.
Implement strategic and business plans across  the Global Contact Centre.
Deliver high quality customer service and ensure that customers receive a friendly, professional , consistent service which represents Dorchester Collection brand values.
Liaise with Customer Service Manager LA, London Team Leaders and key stakeholders to gather information and manage complex  issues and queries that are escalated and ensure service delivery is maintained at all times
Work with the Service Quality Manager and the People Generalist to recruit Team Leaders and facilitate the appointment of Call Centre Agents.
Work with the Operations Manager to ensure effective resource plans are in place and workforce optimisation drives contact centre performance and agent productivity.
Review MI and data to include KPI’s, agent performance dashboards and SLA’s to ensure optimum levels of quality and service are met and improvements delivered.
Embed a performance culture framework and review process to achieve service levels and drive continuous improvement.
Coaching, motivating and retaining staff  to include co-ordinating bonus, reward and incentive schemes.

Customer Experience
Facilitate the customer satisfaction process and disseminate information across relevant stakeholder groups.
Support the development of a customer faced culture and develop quality goals and targets as part of the Global Contact Centre strategic plan.
Implement customer service strategies to ensure the delivery of outstanding customer service and customer sales via all channels.

Essential Functions & Physical Requirements

  • Attend operational calls with the hotel operations and provide contact centre, customer and operational updates to management teams . 
  • Deliver outstanding customer service and customer sales via all channels ( voice, email, and social media) and enhance the omni channel approach within teams and technology.
  • Promote the DC brand at every opportunity and lead by example through the values of the company.
  • Proven ability to manage , motivate people in a fast paced multi-site, multi-language contact centre team environment.
  • Strong knowledge of functional area , departmental processes and ability to analyse consumer feedback.
  • Champion the Global Contact Centre throughout internal and external channels and provide support to all functions within the GCC .
  • Excellent communications skills, engagement and development of people skills and improve performance in a service and sales environment .
  • Able to understand and identify key issues across the business, prioritise tasks and  translate into tangible solutions.
  • Experience of working in a fast paced environment and able to support the development of a culturally diverse, virtual contact centre team .
  • An experienced quality professional who has implemented programmes across organisations.
  • Highly competent in implementing controls and improvements in customer service to drive customer satisfaction.
  • Experience with a luxury brand of high touchpoint model desirable.
  • Previous contact centre  experience in a complex, multi-stakeholder environment.
  • An inspirational and hands on manager , with capability of creating a positive work environment and producing excellent results.  
  • Ability to thrive in a traditional cultural environment , demonstrating confidence and strength of character to achieve positive solutions.




Qualifications and Desirables

Required Qualifications and Skills

Educated to degree or HND level with a business or management qualification .

Strong Microsoft office and Excel skills .

Operational management experience in a call centre environment .

French and Italian advantageous .


Core competencies, knowledge and requirements

Ability to work under own initiative, meet and exceed targets and take ownership of processes and devise solutions.

Exemplary service orientated attitude within the context of the role and ability to communicate with stakeholders, team and customers.

Strong commercial awareness and ability to interpret business performance to deliver tangible results.

Promote Dorchester Collection brand at every opportunity and lead by example through the values of the company.

Participative management approach , with a change ready attitude and self motivated approach to work.

Inspire confidence through the ability to provide expert knowledge and the education of others.
A passion for people and guest engagement.

Good stakeholder management skills with ability to delegate effectively and influence multiple stakeholders.

Professionally represents Dorchester Collection brand in the community and other industry organisations and events

Strong negotiation, interpersonal, written and oral communication skills, including statistical report writing and analytical skills.

Ability to handle high levels of pressure and critical decision-making and or problem

Benefit Package

  • 28 days annual leave ( inclusive of bank holidays)
  • Competitive pension plan
  • Life Assurance
  • Private Medical Insurance
  • Bonus = 20% paid out in March (pro-rated)
  • Annual salary review in April
  • Medical and dental cover
  • £7 daily allowance on a lunch card
  • 50% off F&B outlets in the hotel
  • Free night’s stay at the hotels (max 3 nights at a time)
  • Employee assistance programme
  • Season ticket loan
  • Cycle to work scheme


Full time

Job location

Job Location

United Kingdom


Dorchester Collection - Global Contact Centre, Lower Ground Floor West, Lansdowne House  W1J 6ER London