At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and achieve performance targets.
- Company: Join the exciting Alton Towers Resort team and be part of the magic!
- Benefits: Enjoy 40% off LEGO, free Merlin attraction tickets, and ongoing training.
- Other info: Flexible hours, vibrant atmosphere, and great career growth opportunities await!
- Why this job: Make a real impact by developing your team and enhancing guest experiences.
- Qualifications: Proven leadership skills and experience in a customer-facing environment.
The predicted salary is between 30000 - 30000 £ per year.
What you'll bring to the team:
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
Pay Range: GBP £14.50/Hr.
Contact Centre Team Leader employer: Merlin
Join Alton Towers Resort as a Contact Centre Team Leader and be part of a vibrant team dedicated to delivering exceptional guest experiences. With a strong focus on employee development, you will have access to ongoing training and a supportive work culture that values collaboration and recognition. Enjoy unique benefits such as a Merlin Magic Pass for free entry to attractions worldwide, generous discounts, and a private pension scheme, all while working in the stunning surroundings of Staffordshire.
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 Alton Towers Resort's social media and website. This will help you understand their values and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've inspired or developed a team. We want to hear how you’ve tackled challenges and achieved targets, so be ready to share those experiences during your chat.
✨Tip Number 3
Prepare questions for your interviewers! Show us that you’re engaged by asking about team dynamics, training opportunities, or how success is measured in the role. It’s a great way to demonstrate your enthusiasm for the position.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team at Alton Towers Resort. Don’t miss out on this fantastic opportunity!
We think you need these skills to ace Contact Centre Team Leader
Some tips for your application 🫡
Show Your Leadership Skills:Make sure to highlight your leadership experience in your application. 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 match the job description. Use keywords from the listing to show us you understand what we’re looking for in a Contact Centre Team Leader.
Demonstrate Your Customer Service Expertise:Since this role is all about delivering exceptional guest experiences, make sure to include any relevant customer service experience. Share stories of how you've handled complex queries or improved service quality in previous roles.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status!
How to prepare for a job interview at Merlin
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact Centre Team Leader. Familiarise yourself with the key tasks like leading a team, delivering exceptional customer service, and analysing performance metrics. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Showcase Your Leadership Skills
Be prepared to discuss your previous leadership experiences. Think of specific examples where you've inspired or developed a team, tackled performance challenges, or implemented improvement plans. Highlighting these experiences will show that you have what it takes to lead from the front.
✨Prepare for Scenario Questions
Expect questions about how you'd handle complex customer issues or manage escalations. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your problem-solving skills and ability to maintain high standards of service quality.
✨Engage with Performance Data
Since the role involves analysing KPIs and driving improvements, be ready to discuss how you've used data in past roles. Bring examples of how you've monitored performance and made decisions based on insights. This will demonstrate your analytical skills and commitment to continuous improvement.
