Contact Centre Team Leader

We’re on the lookout for a Team Leader to join our team at our central Merlin Entertainments - Gateway Contact Centre based in Chertsey, Surrey. If you enjoy achieving individual and team targets and want to work somewhere where you are valued as a team member then this is the role for you.

As a Guest Excellence Team Leader, you will champion the highest levels of service and performance by coaching and motivating a team of Guest Excellence Advisors.

Acting as the first escalation point for guest complaints, identifying trends and share process improvement recommendations to improve guest satisfaction.You may also be required to assist with calls, live chat and email tickets to meet the departmental Key Performance Indicators.

As the team leader, you’ll be a role model for the wider team, you will be required to gain an excellent knowledge of Gateway products and attractions which include, SEA LIFE, The Dungeons, Madame Tussauds, Warwick Castle & The London Eye, to provide ongoing mentoring and training to the team. Setting an example of what great guest interaction is.

You must be reasonably located to commute to Chertsey. This is a full-time permanent role, working any 5 days from 7, including working a regular fair share of weekends and bank holidays as required.Please be aware that this role is not part of Thorpe Park Resort and is based in a contact centre next door to the theme park!

Qualifications & Experience:

• Have excellent leadership skills in performance management as well as the ability to identify individual development skills.
• Able to identify opportunities and challenge the status quo
• Have excellent written and verbal communication skills.
• Be competent in Microsoft Word, Excel, PowerPoint, and Outlook.
• Previous team leader / supervisory experience in a customer-focused industry (contact centre environment is beneficial)
• Be a strong team player with an upbeat and approachable persona
• Good attention to detail
• Be an organized individual who has excellent time management skills and be flexible to changing priorities and demands
• A passion for delivering, and leading others to deliver, excellent customer service
• Experience with ZenDesk, Avius and CXone is beneficial.

Benefits:

• 25% discount in our retail shops and restaurants
• 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Enjoy the Ride pass - giving you and 5 others a Merlin Annual Pass (Gold edition)
• Employee pricing up to 55% off cinema tickets