We are seeking a dynamic and results-driven Call Centre Team Leader to lead and inspire our UK Short Breaks Advisors. In this role, you will be responsible for delivering the highest levels of service and performance, ensuring that your team meets customer satisfaction, KPI scores, and sales targets. You will also play a pivotal role in recruiting and developing a top-notch team to deliver exceptional guest experiences across various channels, including telephone, email, live chat, and social media.

Key Responsibilities:

• Lead and manage a team of Guest Excellence Advisors, ensuring high levels of productivity, motivation, and morale.
• Support the UK Short Breaks Manager in achieving outstanding customer service and KPI performance.
• Ensure team members possess excellent knowledge of our products and attractions to provide accurate information to guests.
• Conduct performance reviews, set individual targets, and champion top performance within the team.
• Work with the Learning and Development Co-Ordinator to ensure effective training for both new and existing team members.
• Resolve escalated customer complaints and act as a key point of escalation.
• Organise and lead daily team briefings to inspire and inform your team.
• Ensure that all agents meet their KPI targets and adhere to company policies.

• Proven leadership experience in a fast-paced Contact Centre or similar environment.
• Strong performance management skills with a focus on team development.
• Excellent communication skills, both written and verbal.
• Competence in Microsoft Office tools (Word, Excel, PowerPoint, Outlook).
• A passion for delivering outstanding customer service and the ability to motivate others to do the same.
• Highly organised with excellent time management skills and the ability to adapt to changing priorities.
• Experience with systems such as NICE inContact, Avius, YEXT, and ZenDesk is a plus.

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here). Benefits include Pension, Life Assurance, discretionary company bonus, 28 days’ holiday including bank holidays, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, an Enjoy the Ride pass which entitles you and 5 loved ones unlimited entry into your regional attractions, 25% discount in our retail shops and restaurants and 40% discount on LEGO, plus lots more!

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.

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