At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and support.
- Company: Join the fun at Merlin, where we create magical experiences.
- Benefits: Enjoy discounts on LEGO, free attraction tickets, and ongoing training.
- Other info: Flexible hours with opportunities for growth and development.
- Why this job: Be a leader in a fast-paced environment and make a real impact.
- Qualifications: Proven leadership skills and experience in customer service required.
The predicted salary is between 30240 - 30240 € per year.
We are recruiting for a motivated and people-focused Contact Centre Team Leader to join our team at Alton Towers Resort! This is a fantastic opportunity to lead from the front, develop a high-performing team, and deliver exceptional guest experiences in a fast-paced and dynamic environment.
As a Contact Centre Team Leader, you will be responsible for leading and supporting a team of Contact Centre Advisors, ensuring they consistently deliver excellent customer service while achieving performance and service targets. You will foster a positive and productive working environment, leading by example to motivate your team and addressing performance challenges in a constructive and supportive way.
You will play a key role in developing your team through on-the-job coaching, structured training, and regular feedback. By monitoring performance and conducting reviews, you will identify development needs and implement improvement plans to enhance both individual and team performance.
A key focus of the role will be maintaining high standards of quality across all customer interactions, including phone, email, live chat, and social channels. You will ensure adherence to communication standards and act as an escalation point for complex or unresolved customer queries, ensuring issues are resolved efficiently and professionally.
You will oversee the smooth running of daily Contact Centre operations, ensuring compliance with policies, procedures, and service level agreements. This includes delivering engaging team briefings, maintaining clear and consistent communication, and working collaboratively with stakeholders across the business. Using performance data and insight, you will analyse key metrics and trends to support decision-making and drive continuous improvement. You will implement initiatives to increase engagement, productivity, and overall team performance, while recognising and rewarding success.
You will also be responsible for maintaining strong product knowledge and ensuring your team is well equipped to provide accurate information and a seamless customer journey. In addition, you will promote a strong culture of compliance, health and safety, and professional standards across your team.
Qualifications & Experience
- Proven leadership skills with the ability to inspire and develop a team
- Strong verbal and written communication skills
- Experience in a contact centre or customer-facing environment
- Demonstrable track record of achieving performance targets
- Ability to analyse KPIs and use data to drive improvements
- Experience coaching, mentoring, and performance managing individuals
- Confident managing escalations and resolving complex customer issues
- Strong organisational and time management skills with the ability to adapt
- Proficiency in contact centre systems and Microsoft Office Suite
- Ability to work collaboratively and build positive relationships
- High attention to detail and commitment to service quality
- Minimum 1–2 years’ relevant experience in a similar role
- Due to the nature of this role, we will only be accepting applications from those candidates over the age of 18
Benefits
- 40% discount off LEGO® sets and products on the online LEGO Store!
- Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
- 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
- Staff discount codes for Merlin Annual Passes to gift to loved ones!
- Private pension scheme
- Life assurance scheme
- Employee assistance programme
- Access to Perks at Work which 30,000+ national & local employee discounts
- Ongoing training & development
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.
If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.
Pay Range
GBP £14.50/Hr.
Contact Centre Team Leader employer: Alton Towers Resort
At Merlin, we pride ourselves on being an exceptional employer, offering a vibrant work culture that thrives on fun and creativity. As a Contact Centre Team Leader at Alton Towers Resort, you'll enjoy a range of benefits including a generous discount on LEGO products, access to free tickets for friends and family, and ongoing training opportunities to support your professional growth. Join us in creating unforgettable experiences while working in a supportive environment that values teamwork and individual contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader
✨Tip Number 1
Get to know the company culture! Before your interview, check out their social media and website. This will help you understand what they value and how you can fit in.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of a mirror. This will boost your confidence and help you articulate your thoughts clearly.
✨Tip Number 3
Show off your leadership skills! Be ready to share examples of how you've motivated a team or resolved conflicts. This is key for a Contact Centre Team Leader role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm and keeps you on their radar. And remember, apply through our website for the best chance!
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your leadership experience. We want to see how you've inspired and developed teams in the past, so share specific examples that showcase your ability to motivate others.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to the Contact Centre Team Leader role. Use keywords from the job description to demonstrate that you understand what we’re looking for.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured writing that gets straight to the heart of your experience and skills. Avoid fluff and focus on what makes you a great fit for our team!
Apply Through Our Website:Make sure to apply through our website for the best chance of being noticed! It’s the easiest way for us to keep track of your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Alton Towers Resort
✨Know Your Stuff
Make sure you brush up on the specifics of the Contact Centre Team Leader role. Understand the key responsibilities, like leading a team and ensuring excellent customer service. Familiarise yourself with common contact centre metrics and how they relate to performance.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience. Think about times when you've motivated a team or resolved conflicts. Be ready to discuss how you would foster a positive environment and support your team in achieving their targets.
✨Practice Your Communication
Since strong verbal and written communication skills are crucial, practice articulating your thoughts clearly. You might even want to do a mock interview with a friend, focusing on how you would handle customer escalations and complex issues.
✨Engage with the Company Culture
Research Merlin and Alton Towers Resort to understand their values and culture. Be prepared to discuss how you can contribute to their mission of delivering exceptional guest experiences. Showing genuine enthusiasm for the company can set you apart from other candidates.
