About this role
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.
- 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.