Contact Centre Team Leader Job at Butlin's (Hemel Hempstead)

Job Description

The purpose of the Contact Centre Team Leader role is to help guests who are either thinking of coming to Butlin’s to have a great experience or who those who may need help and support with their current booking. From the very first contact as the leader your role will be to support your team by ensuring they are coached and developed in a way that helps them to perform at their very best. As a Team Leader you will report directly to the Sales & Service Manager who will support your coaching and development journey and ensure a cycle of continuous improvement.

Job Responsibility

Role modelling the behaviours and ways of working so that every team member understands their role and how they can contribute towards creating a positive environment for our team and an experience our guests will value
Maximising the sales and Customer Care potential by supporting your team to understand the needs of our guests and to use their product knowledge to provide options for our guests to buy
Supporting guests with any objections in a positive way, seeing this as an opportunity to problem-solve
Optimise the potential of the business by only using discounts in a correct, relevant and appropriate way
Dealing with guest complaints, understanding the nature of the complaints and taking action to resolve swiftly
Providing effective communication to the team including daily rev ups so that the team have a good awareness of the days business and have an opportunity to celebrate the previous days success before the shift starts
Taking responsibility for setting Key Performance Indicators and monitoring the performance of these
these will include conversion, tariff and auxiliary, although not limited to these
Support the team and business by taking inbound calls when necessary, these will include Sales, Customer Care and general enquires
Developing efficiency within our business by supporting other business areas withing the Contact Centre during busier – to include social media and admin teams
Use of the call quality framework to monitor quality of calls and give specific feedback to each of your team based to support their development
To carry out monthly one to one catch ups with each member of your team, setting goals and development plans
Create incentives to motivate and inspire the team on a daily, weekly and monthly basis
Following the correct procedures for Data Protection, Health & Safety and other brand procedures

Requirements

Previous experience in leading a team in a sales / customer service environment
The ability to effectively communicate with the team in a fun, energetic and enthusiastic way
Is reliable and gets things done with an ability to multi-task and manage activities in a fast-paced environment
A problem-solving attitude and a can-do minds-set
A passion and desire to support the team so that it may perform at its very best
Real enthusiasm and energy to deliver a great sales and service experience

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Contact Centre Team Leader

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