Package: £44,000 - £47,000 + 10% 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.

The Service Management Team is a new team recently established to support the Guest Support function and the wider Whitbread business to make sure we have the right people, with the right skills at the right time to achieve our Service Levels. Whilst consistently enhancing our guest services and driving cost efficiencies, on our journey towards becoming a class leading Guest Support function.
As the Realtime Lead, you will improve our capability in contact forecasting and service level management and achievement of service level goals, optimal staff utilisation and further developing best practice processes and systems (WFM / Telephony/ WhatsApp, WebChat social media and Virtual Assistants) capability.
You will work closely with Forecasting, Reporting & Insight and Quality & Development colleagues to ensure staff allocation and contact routing meets both demand and quality of service, and you will review and assess all real time and off-line activities to ensure service level protection and provide continuous improvement reviews to drive real time best practice methodologies.