Service Improvement Manager

Service Improvement Manager 

Package: £60,000 - £65,000  + 30% company performance bonus

Contract Type:  Full-Time and Permanent

Location:  Chiswell Court, Dunstable and a hybrid way of working with a minimum of 3 days a week in the office.

What you’ll be doing:

The Service Improvement Team is a recently established cross-functional group dedicated to consistently enhancing our guest service, sales and cost efficiency. This team aims to equip the Guest Support function with the necessary tools and expertise to excel on our journey towards becoming the #1 budget hotel business in Europe.  

In your role as Service Improvement Manager, you will: 

• Partner cross functionally to ensure our guests voice is heard, bringing our unique insights to life and shaping / driving change that reduces guest contact.  

• Partner with our Technology and Data teams to design and implement digital and AI enabled guest journeys that improve guest experience and reduce operating costs. 

• Build and drive a culture of continuous improvement and use your knowledge of service design and lean methodology to deliver improvements tailored to the needs of your internal and external customers. 

• Equip our colleagues with the skills and knowledge they need to deliver brilliant guest outcomes, whilst continually improving the effectiveness of the operation.  

• Build, lead and inspire a diverse team that possess the expertise to identify, design, implement, and sustain the tools crucial for our colleagues' success in their roles.  

You will be an inspirational leader capable of guiding the Service Improvement Team in transforming the Guest Support function in conceiving and constructing the essential tools to effectively address our colleagues' needs in managing customer service interactions. You will also be responsible for leading and driving our digital agenda and be responsible for the identification and creation of actionable insight to support strategic decision making.  

This role encompasses ensuring the highest standard of guest service, cultivating enduring customer relationships, and overseeing the team of service professionals. You must have an up-to-date familiarity with industry best practices, standards, and ensure the company’s strategic plan and vision is supported by the outputs and outcomes of the Service Improvement Team. 

Why you’ll love it here:

• Healthcare: Individual & Family BUPA healthcare
• 10% matched pension
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brand.

What you’ll need:

• Demonstrable experience in leading Continuous Improvement Programmes to transform Customer Experience and reduce cost to serve in an omni channel contact centre environment.
• Drive continuous improvement; deploy performance management tools and technology to make the service provided to customers more efficient and effective.
• Work cross functionally to develop our strategy to maximise the use of AI enabled tools to improve the guest and colleague experience and reduce our cost to serve.
• Ability to liaise with managers to analyse underperforming performing Key Performance Indicators, or otherwise qualitative or quantitative evidence that demonstrates improvement is required. 

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 the 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.