Who we are
Our Hotels
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.
Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity.
If you need us to do anything to support you during the recruitment process, such as adjustments to how you apply, alternative formats of information, or adjustments to the assessment process itself, please email careers.dc@dorchestercollection.com so that we can discuss how we can support you through the process. Please note that we will not be able to respond to individual enquiries about update
Reference
2026-6173
Your future, our legacy
Hotel
Dorchester Collection
Division & Department
Corporate Office - Contact Centre
Job Title
Team Leader, Global Contact Centre
Contract Type
Permanent
Status
Full time
Position Overview
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.
What you'll get
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 10 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 wellness experiences.
- Competitive retirement scheme.
What you'll do
You’ll love what you do and take pride in delighting our guests:
- You will be responsible for leading our Reservations Specialists and executives 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 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 and every 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 tasked with improving team engagement with initiatives and projects to support the team’s morale and development
- Reporting into the Assistant Customer Service Manager, you’ll support them in managing 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: support the Training Lead 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. The operational hours of the Global Contact Centre are currently set as:
Monday to Friday: 07:00 - 22:00 | Saturday and Sunday: 08:00 – 19:00
What you'll bring
- 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.
Position location
Job Location
United Kingdom
Location
3rd Floor, 1 Knightsbridge SW1X 7LX London