Guest Experience Team Leader, Contact Centre

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

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.