At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and maximise sales potential.
- Company: Join Butlin’s, a fun and vibrant holiday destination focused on guest experiences.
- Benefits: Full-time role with competitive pay, flexible shifts, and opportunities for personal growth.
- Other info: Fast-paced environment with a focus on teamwork and continuous improvement.
- Why this job: Be a key player in creating memorable experiences for guests while developing your leadership skills.
- Qualifications: Experience in leading teams in sales or customer service environments is essential.
The predicted salary is between 25000 - 30000 £ per year.
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 those who may need help and support with their current booking. From the very first contact, 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 day's business and have an opportunity to celebrate the previous day's 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 enquiries.
- Developing efficiency within our business by supporting other business areas within the Contact Centre during busier times – 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 mindset.
- 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.
Contact Centre Team Leader employer: Butlins
Butlin’s is an exceptional employer that prioritises the growth and development of its team members, offering a vibrant work culture where enthusiasm and energy are celebrated. As a Contact Centre Team Leader, you will benefit from comprehensive coaching and support from management, alongside opportunities for personal and professional advancement in a dynamic environment dedicated to delivering memorable guest experiences. With a focus on teamwork and continuous improvement, Butlin’s fosters a positive atmosphere that not only values employee contributions but also encourages innovative problem-solving and effective communication.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Butlins. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Butlins before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Butlins:Your cover letter is your chance to shine! Tell us why you want to work at Butlins specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Butlins!
How to prepare for a job interview at Butlins
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
