Contact Centre Team Leader

Butlin's; Hemel Hempstead; On-site; GBP 29,000 - 36,000; Full time

Job summary

Butlin's in Hemel Hempstead is recruiting a Contact Centre Team Leader to oversee guest bookings, provide guidance to the team and drive service excellence. You will coach staff, manage performance against KPIs, and support sales opportunities while maintaining high guest satisfaction levels.

The role requires a proactive leader who can motivate a team, handle inquiries across channels and contribute to a culture of continuous improvement. Full-time, on-site with shift coverage from 8am to 9pm.

Qualifications

• Experience leading and motivating teams in sales or customer service.
• Confident communicator who engages and inspires others.
• Reliable, results-focused, and able to multitask in a fast-paced environment.

Responsibilities

• Lead by example to create a positive team culture and guest experience.
• Support team to maximise sales and customer service by understanding guest needs.
• Handle guest objections with problem-solving to achieve best outcomes.
• Ensure discounts and promotions are applied correctly.
• Manage guest complaints quickly and professionally.
• Deliver clear team communications, briefings and updates.
• Set and drive performance against KPIs including conversion and targets.
• Support inbound sales, customer care and general enquiry calls.
• Collaborate across the Contact Centre, including social media and admin during peak periods.
• Use call quality assessments to monitor standards and provide feedback.
• Conduct regular one-to-one meetings and development plans.
• Create incentives and recognition to motivate the team.
• Maintain compliance with Data Protection, Health & Safety and company policies.

Skills

Team leadership

Customer service

Sales skills

Communication

Job description

Contact Centre Team Leader

Department: Commercial & Marketing - Contact Centre

Employment Type: Permanent - Full Time

Location: Hemel Hempstead

Description

About the role The purpose of the Contact Centre Team Leader role is to support guests who have booked a Family or Big Weekender break, as well as those who require assistance or guidance with an existing booking.

From the guest’s first point of contact, your role as a Team Leader is to lead, support, coach and develop your team, ensuring they have the knowledge, skills and confidence to deliver the highest possible standards of service and perform to the best of their ability.

As a Team Leader, you will report directly to the Sales & Service Manager, who will support your own coaching and development, helping you to grow in your role and maintain a culture of continuous learning, improvement and excellence.

Key Responsibilities

• Leads by example, role modelling behaviours and ways of working that create a positive team culture and excellent guest experience.
• Supports team members to maximise sales and customer service opportunities by understanding guest needs and recommending suitable products and services.
• Handles guest objections positively, using problem-solving skills to achieve the best outcome.
• Ensures discounts and promotions are applied appropriately, protecting business performance while maintaining guest satisfaction.
• Manages guest complaints effectively, resolving issues quickly and professionally.
• Delivers clear and engaging team communication, including daily briefings, business updates, and recognition of successes.
• Sets, monitors, and drives performance against key performance indicators (KPIs), including conversion, tariff, and auxiliary targets.
• Supports operational needs by handling inbound sales, customer care, and general enquiry calls when required.
• Works collaboratively across the Contact Centre, supporting areas such as social media and administration during peak periods.
• Uses call quality assessments to monitor standards, provide constructive feedback, and support continuous development.
• Conducts regular one-to-one meetings, setting performance goals and creating development plans for team members.
• Creates incentives and recognition initiatives that motivate and inspire the team to achieve their best performance.
• Maintains compliance with Data Protection, Health & Safety, and all company policies and procedures.

About You

• Previous experience leading and motivating teams within a sales or customer service environment.
• Confident communicator who engages and inspires others with energy, enthusiasm, and a positive attitude.
• Reliable and results-focused, with the ability to multitask and manage priorities in a fast-paced setting.
• Proactive problem solver with a positive, can-do approach to challenges.
• Passionate about supporting and developing team members to help them perform at their best.
• Highly motivated to deliver outstanding sales results and exceptional customer service experiences.

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.