We are looking for a Contact Centre Team Leader to join our Marketingteam here at Butlin’s
About therole :
The purpose of the ContactCentre Team Leader role is to help guests who are thinking of comingto Butlin’s to have a great experience or those who may need help andsupport with their current booking.
From the very first contact as the leader your role will beto support your team by ensuring they are coached and developed in a way thathelps them to perform at their very best.
The Team Leader will report directly to the Sales andService Manager who will support their coaching and development journey andensure a cycle of continuous improvement.
You will beresponsible for :
Role modelling the behaviours andways of working so that every team member understands their role and how theycan contribute towards creating a positive environment for our team and anexperience our guests will value.
Maximising the sales potential bysupporting the team to understand the needs of our guests and to use theirproduct knowledge to provide options for our guests to buy.
Dealing with guest objections in apositive way, seeing this as an opportunity to problem-solve.
Optimise the potential of the businessby only using discounts in a correct, relevant and appropriate way.
Dealing with guest complaints, understanding the nature ofthe complaints and taking action to resolve swiftly.
Providing effective communication to the team includingdaily rev ups at the start of each shift so that the team have a good awarenessof the days business and have an opportunity to celebrate the previous dayssuccess before the shift starts.
Taking responsibility for setting Key Performance Indicatorsand monitoring the performance of these; these will include conversion, tariffand auxiliary, although not limited to these.
Support the team and business by taking inbound calls whennecessary, these will include Sales, Customer Care and general enquires.
Developing efficiency within our business by multi skill sothat during busier periods in other departments support can be given.
This willinclude supporting customer care, social media and admin teams.
Use of the call quality framework to monitor quality ofcalls and give specific feedback to each of your team based to support theirdevelopment.
To carry out monthly one to one catch ups with each memberof your team, setting goals and development plans.
Create incentives to motivate and inspire the team on adaily, weekly and monthly basis.
Following the correct procedures for Data Protection, Health& Safety and other brand procedures.
We arelooking for :
Previous experience in leading a team in a customerservice environment.
The ability to effectively communicate with the team in afun, energetic and enthusiastic way.
Is reliable and gets things done with an ability tomulti-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 itmay perform at its very best.
Real enthusiasm and energy to deliver a great salesand service experience.
About us :
We’re introducing the UK to the new attitude and mindset of whatButlin’s is and always has been about - having as much fun as possible.
Whetheryou’re a child or an adult, it’s a place where you go all in, give everything,try everything, and have tons of fun doing it.
For over 80 years we’ve delighted millions of families by giving them agreat time with memories that last a lifetime, and our much-loved resorts areplaces full of excitement, fun, variety and opportunity.
We’re not just here todo a job we’re passionate about Butlin’s
Our founder Billy Butlin said : You’ll never get more out of life thandoing a job that you enjoy. If you love people, join our great team who loveto delight our guests.
And you’ll enjoy the opportunity of a lifetime. www.butlinscareers.co.uk
What do we offer :
Discounted Haven, Butlin’s and Warner Leisure Hotels holidays for you, your family and friends
Reward and recognition schemes
Externally recognised qualifications to give you the opportunity to develop and progress
Lifestyle and shopping discounts and benefits
The safety of our team has always been our numberone priority and now more than ever, we will raise our standards andexpectations even higher.
We have been working tirelessly since the start ofthe Coronavirus pandemic to find ways of being able to re-open our business byadapting how we operate, ensuring we continue to give our guests a great timewith memories that last a lifetime, in a world of social distancing and anunwavering focus on cleanliness.
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