Contact Centre Team Leader

Job Description

The Job

Ensure the smooth, efficient and safe running of the Visitor Services Team by working closely with the other Team Leader and the Contact Centre Assistant Manager to provide a first-rate experience for our customers.

The Daily
• Act as a member of the Booking & Reservations team, leading by example and handling any problems that may arise
• Be responsible for devising and implementing the Bookings Team Customer Service strategy whilst promoting The Ways We Work values
• To be aware of and monitor the call flow, queues and visitor services inboxes, ensuring all visitor enquiries are answered in accordance with key performance indicators
• Operate incentive schemes and development of staff through exciting and challenging initiatives to provide high levels of customer service
• Hold weekly briefings with all team members and conduct regular 1 to 1s with individual team members
• Manage any ticketed events for the Studio Tour, liaising with all the relevant departments.
• Fully understand all aspects of the company's products including special offers and promotions for up sell opportunities and communicate these positively to the customer
• Maintain effective relationships and liaise with other departments within the business to minimize on site ticketing issues and gain updated product knowledge
• Take responsibility for maintaining a high level of general product knowledge and current information
• Ensure all team members are aware of their health & safety obligations and that they respond well in an emergency
• Accurately record all staff tickets, executive ticket bookings and complimentary tickets in various spreadsheets
• Coordinate any testing and training that is required for the Ticketing System for the Bookings team and wider Tour teams
• To carry out any other duties that may reasonably be required in line with your main duties

The Essentials
• Working with bookings and/or reservations and/or in a contact centre
• Understanding of industry standards in all areas of the operation including call response times and email/written confirmation procedures
• Previous experience of the Galaxy Gateway ticketing system and Salesforce would be advantageous
• Previous supervisory experience
• Excellent written and verbal communication skills with proven experience of letter writing
• Proactively seeks out opportunities to improve processes and service
• Highly organized and focused; able to prioritize workload and manage change in an environment that never stands still
• Ability to manage a team with different skill sets and disciplines within a technical environment
• Develops and motivates individuals & teams to achieve goals
• Problem solving and decision making
• IT literate and good working knowledge of reservations/ticketing systems

Working Pattern:

This role is full time (40 hours a week), working shifts. Due to the varied nature of a visitor attraction, regular weekend and evening work will be required, across a seven-day rota. Because we never stand still, a high level of flexibility is required to suit the needs of the business. This can include working weekends, bank holidays, school holidays and late evenings, in rotation with other team members.

Jobcode: Reference SBJ-gx3zno-18-227-114-125-42 in your application.