Contact Centre Team Leader

We are looking for a Contact Centre Team Leader to join our busy Contact Centre based in Hemel Hempstead.

About the role: 

The purpose of the Contact Centre Team Leader role is to help guests who are thinking of coming to Butlin’s to have a great experience or those who may need help and support with their current booking.

From the very first contact as the leader your role will be to support your team by ensuring they are coached and developed in a way that helps them to perform at their very best.

The Team Leader will report directly to the Sales and Service Manager who will support their coaching and development journey and ensure a cycle of continuous improvement.

You will be responsible for:

Role modelling the behaviours and ways of working so that every team member understands their role and how they can contribute towards creating a positive environment for our team and an experience our guests will value.

Maximising the sales potential by supporting the team to understand the needs of our guests and to use their product knowledge to provide options for our guests to buy.

Dealing with guest objections in a positive way, seeing this as an opportunity to problem-solve.

Optimise the potential of the business by only using discounts in a correct, relevant and appropriate way.

Dealing with guest complaints, understanding the nature of the complaints and taking action to resolve swiftly.

Providing effective communication to the team including daily rev ups at the start of each shift so that the team have a good awareness of the days business and have an opportunity to celebrate the previous days success before the shift starts.

Taking responsibility for setting Key Performance Indicators and monitoring the performance of these; these will include conversion, tariff and auxiliary, although not limited to these.

Support the team and business by taking inbound calls when necessary, these will include Sales, Customer Care and general enquires.

Developing efficiency within our business by multi skill so that during busier periods in other departments support can be given. This will include supporting customer care, social media and admin teams.

Use of the call quality framework to monitor quality of calls and give specific feedback to each of your team based to support their development.

To carry out monthly one to one catch ups with each member of your team, setting goals and development plans.

Create incentives to motivate and inspire the team on a daily, weekly and monthly basis.

Following the correct procedures for Data Protection, Health & Safety and other brand procedures.

We are looking for:

Previous experience in leading a team in a customer service environment.

The ability to effectively communicate with the team in a fun, energetic and enthusiastic way.

Is reliable and gets things done with an ability to multi-task and manage activities in a fast-paced environment.

A problem-solving attitude and a can-do minds-set.

A passion and desire to support the team so that it may perform at its very best.

Real enthusiasm and energy to deliver a great sales and service experience.

About us:

We’re introducing the UK to the new attitude and mindset of what Butlin’s is and always has been about - having as much fun as possible. Whether you’re a child or an adult, it’s a place where you go all in, give everything, try everything, and have tons of fun doing it.

For over 80 years we’ve delighted millions of families by giving them a great time with memories that last a lifetime, and our much-loved resorts are places full of excitement, fun, variety and opportunity. We’re not just here to do a job – we’re passionate about Butlin’s

Our founder Billy Butlin said: “You’ll never get more out of life than doing a job that you enjoy.” If you love people, join our great team who love to delight our guests. And you’ll enjoy the opportunity of a lifetime.

What do we offer:

Discounted Haven, Butlin’s and Warner Leisure Hotels holidays for you, your family and friends

Reward and recognition schemes

Externally recognised qualifications to give you the opportunity to develop and progress

Lifestyle and shopping discounts and benefits

The safety of our team has always been our number one priority and now more than ever, we will raise our standards and expectations even higher. We have been working tirelessly since the start of the Coronavirus pandemic to find ways of being able to re-open our business by adapting how we operate, ensuring we continue to give our guests a great time with memories that last a lifetime, in a world of social distancing and an unwavering focus on cleanliness.

Why not follow us on facebook @Butlins Careers and LinkedIn @Butlins
#jobs #butlins #careers #contactcentre #teamleader


Bourne Leisure Head Office


1 Park Lane, Hemel Hempstead, Herts HP2 4YL GBR



Employment Status


Employment Type


Effective Date

18 October 2021

Expiration Date

28 October 2021