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Contact Centre Team Leader
2 months ago
We are seeking a skilled Team Leader to champion the highest levels of service and performance at our Merlin Entertainments Gateway Contact Centre in Chertsey, Surrey.
As a Guest Excellence Team Leader, you will be responsible for coaching and motivating a team of Guest Excellence Advisors to deliver exceptional customer experiences.
Key responsibilities include:
- Acting as the first escalation point for guest complaints and identifying trends to improve guest satisfaction
- Sharing process improvement recommendations to enhance guest satisfaction
- Assisting with calls, live chat, and email tickets to meet departmental Key Performance Indicators
- Gaining an excellent knowledge of Gateway products and attractions to provide ongoing mentoring and training to the team
As a role model for the wider team, you will be required to set an example of what great guest interaction is and provide ongoing support to the team to achieve their goals.
This is a full-time permanent role, working any 5 days from 7, including working a regular fair share of weekends and bank holidays as required.
Please note that this role is not part of Thorpe Park Resort and is based in a contact centre next door to the theme park.
