Contact Centre Team Leader

We are looking for a Contact Centre Team Leader to join our team here at Butlin’s

About the role:

The successful candidate will be a shining role model and have the potential to lead the team to ensure that every guest who comes through to the Contact Centre has the very best Butlin's experience, whether they're booking their holiday, amending an existing booking or just asking a question or two.

This is a full time role and the ideal candidate will need to be fully flexible to work a rota that may include midweek, weekend and evening shifts.

This may include in office or remote working with teams, therefore strong communication and organisational skills are required.

You will be responsible to:

Provide support and motivation to all team members so we may achieve individual & team goals.

Conduct regular one-to-one meetings and appraisals to set & review goals and to review behaviours and actions which contribute towards goals being exceeded.

Train, coach & develop the team, highlight team member training needs, provide training and coaching to develop the team, monitor and review team performance to ensure all training is implemented effectively.

Monitor key performance indicators to identify additional training requirements, ensure we are on track to meet our goals and to identify opportunities to make continuous improvements to our systems and ways of working.

Encourage the team to work in a collaborative way and promote the benefits of being part of one great team.

Lead by example in your sales approach encouraging the team to understand the needs of our guests and to use product knowledge to help to solve problems and to help guests always.

Creating an environment where success is celebrated, best practice shared, and team are rewarded and recognised for high performance.

Organise high-energy, interactive and fun daily team briefings and monthly meetings.

Never stop looking and learning to develop yourself as a leader in our sales and service environment.

Maintain a positive can-do attitude and encourage all team to follow in your example.

We are looking for:

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

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

A problem-solving attitude in all aspects of the role.

The right candidate will have a real passion and energy to deliver a great service; they will possess strong communication skills both verbal and written.

A passion and enthusiasm for sales and service.

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#contactcentreteamleader


Bourne Leisure Head Office


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


Hol Sales & Mktg - Call Centre Hotline

Employment Status


Employment Type


Effective Date

2 June 2021

Expiration Date

24 June 2021