Whitbread Court, Porz Ave, Houghton Regis, Dunstable LU5 5XE, UK Req #12272
15 April 2025
Job Title: Contact Centre Outsource Manager
Location: Chiswell Court, Dunstable
We are looking for a Contact Centre Outsource Manager who will lead the relationships with our outsource partner to achieve all agreed objectives and KPIs across contact answer rates, speed to answer, Sales and Upsell rates, and Guest Satisfaction whilst ensuring we are continually reducing our cost to serve and managing/mitigating risk.
We’re Whitbread, the UK’s largest hospitality business with over 1,200 hotels and restaurants across the UK. We’re the 38,000 people who make everyday experiences special that delight over 5 million guests every month.
Why you’ll love it here
* Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brands
* Bonus: Up to 10% company performance related bonus
Check out all our benefits here: Whitbread Benefits
What you’ll do
You’ll be working across multiple functions; you will be the focal point to ensure the teams are equipped with information, skills, and knowledge to serve our guests brilliantly while the feedback and insight from our guest contact are used to improve our end-to-end service.
What we need
1. Experience in leading contact centre operations or outsource relationships in a contact centre environment through leading the relationship with our outsource partner to ensure the delivery of agreed KPIs and objectives including Revenue, Upsell, Guest Satisfaction, Compliance, and Cost to Serve.
2. Skilled in building relationships and collaborating to maximise results as you will be working with the outsource partner to ensure we are maximising the benefit of the technology and process improvement they bring from their breadth of experience.
3. Experience in facilitating cross-functional collaboration to align goals and outcomes as you will be leading the relationship and ensuring there is seamless working between the in-house and outsource partner functions e.g., forecasting, scheduling, quality, training, audit/risk, change, continuous improvement, business continuity.
Be part of our Contact Centre team at Whitbread
From the moment you enter, you feel the energy, pace, and excitement. These are the people finding the right solutions and delivering smiles far and wide, from our loyal brand supporters right through to Whitbread newbies. Giving our Premier Inn guests the experience they deserve is what we stand for here. Join an environment that just keeps on giving, with opportunities to take your career in new directions with our backing. Influence the future of our customer service operation as we enter new areas and locations across the globe.
#J-18808-Ljbffr