Contact Centre Supervisor | Fixed Term Contract

Wimbledon; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

The All England Lawn Tennis Club (Championships) Limited (AELTC) in London is seeking a Contact Centre Supervisor to lead the Guest Services Agents, ensuring world-class service for our Guests during The Championships and year-round events. You will manage workloads, mentor a small team, coordinate with Ticketing Managers, handle escalations, and report on Guest Experience metrics.

The role requires delivering exceptional service, data integrity, and flexibility to work peak times, including

Qualifications

• Experience in supervising/managing a small team/individuals.
• Excellent written and verbal communication and English language skills with high attention to detail and quality.
• Strong problem-solving abilities, with a focus on finding creative solutions to challenging situations.
• Ability to motivate and lead a team and manage workload distribution.
• Experience with CRM systems and basic data reporting.

Responsibilities

• Lead and mentor a team of Guest Service Agents to provide high-quality, consistent customer support.
• Oversee daily operations and workload distribution for Guest Service Agents.
• Collaborate with Ticketing Managers to align on Guest inquiries and issues.
• Serve as escalation point for Guest concerns and ensure swift resolutions.
• Manage knowledge of ticketing procedures and policies and provide accurate information to Guests.
• Analyse data to measure performance and support planning.
• Lead Guest Experience reporting used across the business.

Skills

Supervising lead

Customer service

Communication

Team mentorship

Data reporting

Problem solving

Tools

CRM systems

Excel

PowerPoint

Job description

Job Description

We are seeking an enthusiastic and customer-focused individual to join our team as the Contact Centre Supervisor. In this role, you will be responsible for leading a team of dedicated Guest Services Agents, ensuring the seamless delivery of world class customer service to our Guests. Your role as Contact Centre Supervisor will be to manage the Agents workflows, work collaboratively with the wider team to ensure Guest Experience targets are met and raise any consistent themes to the Ticketing Managers. In addition to this, you will be the escalation point with any queries relating to Ticketing for The Championships and throughout the year. Our values of Heritage, Integrity, Respect and Excellence are at the heart of everything we do within the organisation, and this will be your basis for ensuring a memorable experience for every Guest. Please note, this is a fixed term position until the end of July 2028.

What you will be doing

• Lead and mentor a team of Guest Service Agents to provide high-quality, consistent customer support and assistance.
• Oversee the daily operations of the Guest Service Agents, including managing workload distribution.
• Collaborate with the Ticketing Managers to ensure alignment and consistent communication regarding Guest enquiries and issues.
• Serve as the main point of contact for escalated Guest concerns, working to find swift and effective resolutions to maintain Guest satisfaction.
• Stay up to date with team information, ticketing procedures and relevant policies to provide accurate information to Guests.
• Foster a positive, motivated and collaborative team environment, promoting teamwork, open communication and a strong commitment to delivering exceptional service.
• Ensure all assigned Guest service cases are resolved within the agreed SLA’s and KPI’s.
• Handling queries or complaints from Guests via inbound phone calls and Zendesk emails.
• Learn and develop advance use of the office-based ticketing system, the online customer journey and buying process.
• Ensure data is managed with integrity, accuracy, and compliance.
• Ensure that all Guest contact is handled in a professional manner.
• Utilising well developed communication skills with the ability to flex your style across both verbal and written channels with high attention to quality and detail with all Guests.
• Manage the three year-round Guest Service Agents.
• Oversee the support processes for all our Guests.
• Compile and analyse data to measure performance which assists with planning.
• Lead on Guest Experience and department performance reporting which is utilised across the business.
• Work collaboratively with a Temporary Supervisor during The Championships to ensure the Ticketing Guest Services Agents are supported during peak times.

What we are looking for

• Desire to work in an environment which is guided by values.
• Strong problem-solving abilities, with a focus on finding creative solutions to challenging situations.
• Experience in supervising/managing a small team/individuals.
• Ability to motivate and lead a team.
• Excellent active listening skills with the ability to display empathy whilst gathering all facts and interpreting data.
• Excellent written and verbal communication and English language skills with high attention to detail and quality.
• A reasonable level of computer literacy and reporting (Word, Excel, Access, PowerPoint & CRM systems).
• Ability to remain composed under pressure and handle high-stress situations with professionalism.
• Strong organizational skills, attention to detail, and the ability to prioritise tasks effectively.
• A passion for delivering outstanding customer experiences and a commitment to going above and beyond to exceed guest expectations.

About us

• The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Wimbledon Lawn Tennis Championships, widely regarded as the world’s premier tennis tournament and are home to one of the world’s most prestigious tennis clubs.
• Our business has grown in recent years, and we expect that success to continue. We have plans to further improve our facilities and invest in our people in future years. Our success is important to us, and we are guided by our key values of Heritage, Integrity, Respect and Excellence.
• The Ticket Office issues and accounts for over half a million tickets every year for the four ticketed Show Courts and The Queue (via which many thousands of Grounds Passes are sold). It administers all aspects of the Public Ballot and a wide variety of other allocations.

Additional information

• Personal circumstances must allow you to work extended hours on occasion during peak times including evenings and weekends. During The Championships, you will be required to cover the full operational hours of The Contact Centre (8am – 8pm) to ensure the team are well supported throughout the day.
• This role is based full time in the office.