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 discounts on LEGO, free attraction tickets, and ongoing training opportunities.
- Other info: Flexible hours with a vibrant work culture and great career growth potential.
- 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 30240 - 30240 £ per year.
What you'll bring to the team:
Location: Alton Towers Resort, Staffordshire, ST10 4DB
Contract Type: Seasonal, until November 2026
Hours: Full time, fully flexible any 5 days out of 7, shift times between 8am and 10pm on a rotational basis, including weekends and bank holidays.
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 in Stoke-on-Trent 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, a supportive work culture, and unique benefits such as a Merlin Magic Pass for free entry to attractions worldwide. Enjoy a flexible working environment in the heart of Staffordshire, where your leadership skills will inspire a high-performing team while enjoying discounts on LEGO products and other perks.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader in Stoke-on-Trent
✨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. Be ready to share how you tackled challenges and achieved performance targets – this will really impress them!
✨Tip Number 3
Prepare for situational questions! They might ask how you'd handle complex customer issues or motivate your team. Use the STAR method (Situation, Task, Action, Result) to structure your answers and keep it clear and concise.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Contact Centre Team Leader in Stoke-on-Trent
Some tips for your application 🫡
Show Your Leadership Skills:When you're 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 show us you understand what we're looking for and how you fit the bill.
Demonstrate Your Customer Service Expertise:Since this role is all about delivering exceptional guest experiences, be 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 Your Stuff
Make sure you brush up on the specifics of the Contact Centre Team Leader role. Understand what it means to lead a team, deliver exceptional customer service, and manage performance targets. Familiarise yourself with common contact centre metrics and how they relate to team success.
✨Showcase Your Leadership Skills
During the interview, be ready to share examples of how you've inspired and developed your team in the past. Talk about specific situations where you’ve successfully coached someone or resolved a complex issue. This will demonstrate your ability to lead from the front.
✨Prepare for Scenario Questions
Expect questions that put you in real-life scenarios, like handling escalated customer complaints or motivating a struggling team member. Think through your responses ahead of time, focusing on your problem-solving skills and how you maintain high standards in a fast-paced environment.
✨Engage with Enthusiasm
Show your passion for the role and the company! Engage with the interviewer by asking insightful questions about the team culture, training opportunities, and how success is measured. This not only shows your interest but also helps you gauge if the role is the right fit for you.
