Customer Contact Centre Team Leader

6 months ago

Hemel Hempstead, United Kingdom Hollywood Bowl Group Full time

**The Why, the What and the Who...**:
Are you a highly motivated leader, able to drive and encourage your team's success?

Are you looking for an employer that will invest in you and develop your career further?

Are you looking for a business that is financially stable and has very exciting growth plans?

If so, then look no further

**The Why...**

Joining Hollywood Bowl Group as a Customer Contact Centre Team Leaders offers:

- A competitive hourly rate
- Monthly bonus incentive plan
- Optional pension plan
- Additional days holiday with length of service up to 5 days
- Access to apprenticeship schemes and in-house development programmes
- Free game vouchers every month
- 30% discount off food, drink, bowling, and golf for you and up to 5 friends
- Access to our Employee Assistant Programme (EAP) for you and your family, plus access to dedicated Mental Health First Aiders
- Opportunity to join our healthcare cash plan
- Financial long service awards
- A £15 donation to our dedicated charity partner when you complete your induction
- Enhanced maternity, paternity, adoption, and shared parental leave benefits
- Flexible working, allowing you to have the perfect work life blend, to spend time with your family and to study
- 4 week rolling rota

**The What...**

Our Team Leader role supports our growing team within our busy, fast-paced Customer Contact Centre, which is based here at the Hollywood Bowl Support Centre, in Hemel Hempstead.

As our Team Leader you’ll lead and inspire the team on shift and be responsible for ensuring that our customers receive a quality experience when booking with us.

As well as speaking to our customers directly, you'll be setting the Customer Contact Centre up for success with team support, training and coaching.

The Contact Centre is often our customers' first interaction with Hollywood Bowl Group, and first impressions count You'll support the team to ensure that through professional and engaging communication, along with high energy and infectious enthusiasm, they receive exceptional customer service, with every call. We answer calls from both our UK Hollywood Bowl and Puttstars centres, and also our 6 Splitsville sites in Canada.
- Here's a closer look at the Team Leader role:

- Motivate and incentivise a team of customer service advisors to deliver against agreed KPIs
- Embrace new systems and processes ensuring all team members are kept informed and properly trained for their roles.
- Assist the Senior Team Leader in recruiting, inducting and developing outstanding individuals
- Deliver monthly reviews to all members of the team with clearly defined objectives
- Complete Training, developing, coaching and mentoring and assessing any relevant training needs
- ensure that all available sales opportunities are maximised to achieve the sales targets
- Supporting the HR/ ER needs of the team
- Key-holder to open and close

You will be given a thorough induction and ongoing training and development to set you up for success, as well as ongoing development and career opportunities, including access to apprenticeship programmes and our in-house management training programmes, should you wish to take the next step in your career.

**To be a successful Team Leader, we’ll want to see**:

- Experience of supervising a team
- Great customer service, with the ability to communicate at all levels
- High energy and the ability to work in a fast-paced environment
- A friendly, supportive and helpful team player
- Flexibility with working hours and shift patterns
- Basic literacy and numeracy skills

**The Who...**

Hollywood Bowl Group has a passion for bringing families and friends together for affordable fun and healthy competition.

Following our listing on the main stock market in 2016 we became Hollywood Bowl Group, seeking out the perfect locations for our bowling and golf centres nationwide. We formed our customer proposition, built on real feedback, and went from strength to strength with our in-centre game technology and online scoring systems.

Now with 71 centres across the UK and 12 centres in Canada, operating under the Hollywood Bowl, Puttstars and Splitsville brands, we’re proud to be ambitious market leaders in experiential family entertainment.

We continue to expand our estate and look for profitable opportunities to grow, with an average of three new sites opening each year.
- At Hollywood Bowl Group, we value diversity and inclusion, and we’re committed to creating a working environment that promotes equal opportunities. Individual differences and the contributions of all employees are recognised and valued and we b_elieve that a diverse and inclusive workplace makes us a more relevant, more competitive, and more resilient company._

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