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Contact Centre Team Leader
Hemel HempsteadPosted 2 months ago
Full-timeonsite
Job Description
Contact Centre Team Leader
Department: Commercial & Marketing - Contact Centre
Employment Type: Permanent - Full Time
Location: Hemel Hempstead
Description
About the role
The purpose of the Contact Centre Team Leader role is to help guests who are either thinking of coming to Butlin’s to have a great experience or who those who may need help and support with their current booking.
The purpose of the Contact Centre Team Leader role is to help guests who are either thinking of coming to Butlin’s to have a great experience or who those who may need help and support with their current 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
As a Team Leader you will report directly to the Sales & Service Manager who will support your coaching and development journey and ensure a cycle of continuous improvement.
Key Responsibilities
- Role modelling the behaviours and ways of working so that every team member understands their role and how they can contribute towards creating a positive environment for our team and an experience our guests will value.
- Maximising the sales and Customer Care potential by supporting your team to understand the needs of our guests and to use their product knowledge to provide options for our guests to buy.
- Supporting guests with any objections in a positive way, seeing this as an opportunity to problem-solve.
- Optimise the potential of the business by only using discounts in a correct, relevant and appropriate way.
- Dealing with guest complaints, understanding the nature of the complaints and taking action to resolve swiftly.
- Providing effective communication to the team including daily rev ups so that the team have a good awareness of the days business and have an opportunity to celebrate the previous days success before the shift starts.
- Taking responsibility for setting Key Performance Indicators and monitoring the performance of these; these will include conversion, tariff and auxiliary, although not limited to these
- Support the team and business by taking inbound calls when necessary, these will include Sales, Customer Care and general enquires.
- Developing efficiency within our business by supporting other business areas withing the Contact Centre during busier – to include social media and admin teams.
- Use of the call quality framework to monitor quality of calls and give specific feedback to each of your team based to support their development.
- To carry out monthly one to one catch ups with each member of your team, setting goals and development plans.
- Create incentives to motivate and inspire the team on a daily, weekly and monthly basis.
- Following the correct procedures for Data Protection, Health & Safety and other brand procedures.
About You
- Previous experience in leading a team in a sales / customer service environment.
- The ability to effectively communicate with the team in a fun, energetic and enthusiastic way.
- Is reliable and gets things done with an ability to multi-task and manage activities in a fast-paced environment.
- A problem-solving attitude and a can-do minds-set.
- A passion and desire to support the team so that it may perform at its very best.
- Real enthusiasm and energy to deliver a great sales and service experience.
This role is Full-Time and will cover Monday - Sunday with shifts covering 8am - 9pm - Annualised hours will also be a commitment when required by the business.