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Call Centre Team Leader

2 months ago

Chessington, Greater London, United Kingdom Chessington World of Adventures Resort Full time
Job Title: Call Centre Team Leader

We are seeking a dynamic and results-driven Call Centre Team Leader to lead and inspire our UK Short Breaks Advisors.

Key Responsibilities:
  • Lead and Manage a Team: Ensure high levels of productivity, motivation, and morale among Guest Excellence Advisors.
  • Support Business Goals: Collaborate with the UK Short Breaks Manager to achieve outstanding customer service and KPI performance.
  • Product Knowledge: Ensure team members possess excellent knowledge of our products and attractions to provide accurate information to guests.
  • Performance Management: Conduct performance reviews, set individual targets, and champion top performance within the team.
  • Training and Development: Work with the Learning and Development Co-Ordinator to ensure effective training for both new and existing team members.
  • Customer Complaints: Resolve escalated customer complaints and act as a key point of escalation.
  • Team Briefings: Organise and lead daily team briefings to inspire and inform your team.
  • KPI Targets: Ensure that all agents meet their KPI targets and adhere to company policies.
Requirements:
  • Leadership Experience: Proven leadership experience in a fast-paced Contact Centre or similar environment.
  • Performance Management: Strong performance management skills with a focus on team development.
  • Communication Skills: Excellent communication skills, both written and verbal.
  • Technical Skills: Competence in Microsoft Office tools (Word, Excel, PowerPoint, Outlook).
  • Customer Service: A passion for delivering outstanding customer service and the ability to motivate others to do the same.
  • Organisation: Highly organised with excellent time management skills and the ability to adapt to changing priorities.
  • Technical Systems: Experience with systems such as NICE inContact, Avius, YEXT, and ZenDesk is a plus.
Benefits:

We offer a fabulous package and amazing prospects, including:

  • Pension: A competitive pension scheme.
  • Life Assurance: Life assurance coverage.
  • Discretionary Bonus: A discretionary company bonus scheme.
  • Holiday: 28 days' holiday including bank holidays.
  • Merlin Magic Pass: A Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide.
  • Enjoy the Ride Pass: An Enjoy the Ride pass which entitles you and 5 loved ones unlimited entry into your regional attractions.
  • Discounts: 25% discount in our retail shops and restaurants and 40% discount on LEGO.