Overview
Description About the Role Working within our Contact Centre, the purpose of our Team Leader is to help guests who are either thinking of coming to Butlin’s to have a great experience or need to review their current Butlins 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. You’ll need to take responsibility for setting KPI’s and monitoring the success of each of your team, sharing the progress and setting new goals in regular one to one’s and team meetings. The Team Leader will report directly to the Sales and Service Manager who will support their coaching and development journey and ensure a cycle of continuous improvement. This will be completed by providing training and feedback so that the Team Leader always knows how they are doing, and how they can be their very best. About You We are looking for a passionate and forward-thinking Team Leader to join our Contact Centre team. This role would suit someone who has experience of working as a Leader within a customer service or contact centre environment. You will be a role model of our culture and create a positive environment for our team and our guests. Working in a fast-paced environment, you should be able to multitask and effectively communicate with your team to help them develop within their career here at Butlin’s. Our Contact Centre takes a mixture of sales and customer care calls, so you should be confident in speaking to our guests when required to maximise any sales / customer care opportunities, whilst also supporting the team in promoting Butlin’s in the correct way. Having a quick thinking and problem-solving attitude is important in this role as you there may be times you need to speak to our guests through any objection (escalated calls). You will have experience in dealing with a broad range of performance management and challenging people issues, all the time demonstrating great leadership skills and drive team performance to achieve all Service Levels. Shift Patterns Our Contact Centre is open 9am until 9pm, 7 days a week. Typical shifts are a mixture of 9am-5.30pm, 9am-7pm, 12.30pm-9pm shifts with two days off per week. You will need flexibility during the week and weekend as a full-time member of the team, but we will always do our best to accommodate reasonable requests around shift patterns to fit around you. About Butlin’s At Butlin’s, we’re all about fun, excitement, and adventure by the bucketload! For over 80 years we’ve been delighting hundreds of thousands of guests each year, whether on a non-stop action family break or our epic Adult only Big Weekenders. Ask any of our team, past and present, and one of the best things they’ll say about working at Butlin’s is our culture! We’re all about providing our guests with an Altogether More Entertaining and Fun Break, brought to life through our three mighty values. So, if you want a role where you Create Smiles, where you aren’t afraid to Get Stuck In and where the team genuinely Cares For Each Other – this could be the perfect fit for you. There has never been a more exciting time to join Butlin’s!
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