Contact Centre Team Leader

2 weeks ago

Chertsey, United Kingdom Thorpe Park Resort Full time

What you'll bring to the team:
A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles.

In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

This includes both positive and negative feedback. Ensuring it is responded to in a timely manner, meeting all SLAs and ensuring action is taken, demonstrating, on behalf of the company, the importance that is placed on receiving Guest feedback. Responsibility for host training, coaching & performance, and motivation.

Qualifications & Experience:

- Strong written and verbal communication with excellent telephone manner
- Ability to self-manage and use initiative to prioritise tasks, whilst remaining calm under pressure
- Strong communicator who can influence others and build strong working relationships and rapport with our guests and staff
- Ability to drive initiatives, motivate and coach team members to achieve great results
- Confidence to challenge others where necessary
- Adaptable to given situations and circumstances which may arise
- Proficient IT skills, in particular Microsoft Word, Excel
- Ability to learn systems and new processes quickly

**About You**:

- Ability to work independently and part of a team
- Be able to use their own initiative when making decisions
- Confident in dealing with conflict and challenges
- Willingness to learn continuously, building on your own skills and experiences and also those of the business
- Ability to reflect evaluatively on the performance of yourself and your team
- Ability to retain effectiveness under pressure
- Ability to respond positively to changing circumstances and new challenges

**Benefits**:
**Join our team of THRILLMAKERS at the UK’s Favourite theme Park Thorpe Park and in return you will get**:

- 20 FREE tickets to any Merlin attractions worldwide
- 25% discount in our retail shops and restaurants
- Opportunities to develop and have a longer term career in Merlin
- Free bus from Staines station to the Resort for all employees
- 40% discount online off LEGO, and much more

As part of the Merlin Entertainments family, we’re also aligned with Charities including The SEA LIFE Trust and Merlin’s Magic Wand Children’s Charity. This means your hard work goes towards supporting marine conservation projects like the Beluga Whale Sanctuary in Iceland and providing days out for children going through hardship. You can find out more here

Pay Range: Compensation between GBP £12.34/Hr.GBP £12.34/Hr.

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