Contact Centre Team Leader

3 days ago


Hemel Hempstead, United Kingdom Butlin's Full time

About the Role

Working within our Contact Centre, the purpose of our Team Leader
is to help guests who are either thinking of coming to Butlin’s to have a great
experience or need to review their current Butlins 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.
You’ll need to take responsibility for setting KPI’s and
monitoring the success of each of your team, sharing the progress and setting
new goals in regular one to one’s and team meetings.

The Team Leader will report directly to the Sales and Service
Manager who will support their coaching and development journey and ensure a
cycle of continuous improvement. This will be completed by providing training
and feedback so that the Team Leader always knows how they are doing, and how
they can be their very best.

About Butlin’s

At Butlin’s, we’re all about fun, excitement, and adventure by the bucketload
For over 80 years we’ve been delighting hundreds of thousands of guests each
year, whether on a non-stop action family break or our epic Adult only Big
Weekenders.

Ask any of our team, past and present, and one of the best things
they’ll say about working at Butlin’s is our culture We’re all about providing
our guests with an Altogether More Entertaining and Fun Break, brought to life
through our three mighty values.

So, if you want a role where you Create Smiles, where you aren’t
afraid to Get Stuck In and where the team genuinely Cares For Each Other - we
think you’ll fit right in

About You

We are looking for a passionate and forward-thinking Team Leader
to join our Contact Centre team. This role would suit someone who has
experience of working as a Leader within a customer service or contact centre
environment. You will be a role model of our culture and create a positive
environment for our team and our guests.
Working in a fast-paced environment, you should be able to multitask
and effectively communicate with your team to help them develop within their
career here at Butlin’s.

Our Contact Centre takes a mixture of sales and customer care
calls, so you should be confident in speaking to our guests when required to maximise
any sales / customer care opportunities, whilst also supporting the team in
promoting Butlin’s in the correct way. Having a quick thinking and problem-solving
attitude is important in this role as you there may be times you need to speak
to our guests through any objection (escalated calls).
You will
have experience in dealing with a broad range of performance management and
challenging people issues, all the time demonstrating great leadership skills
and drive team performance to achieve all Service Levels.

Interested?

If this sounds like the perfect role for you, we would love to hear from you.
To apply, please submit your CV along with a letter or a few words which should
include why you would like to work for Butlin’s, what about this role excites
you, and what makes you a great fit.



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