Contact Centre Team Leader

We are looking for a Contact Centre Team Leader  . 

About the role: 

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

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.

This role in particular, will be responsible for the ‘non payer’ process within Butlin’s.

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.

Attention to detail and managing the timely communication process across all break types, ensuring that our guests have the best opportunity to complete full payments and enjoy the holidays they have booked to date. 
Dealing with guest objections in a positive way, seeing this as an opportunity to problem-solve.

An excellent knowledge of Seaware + our existing processes is required, however your role is to grow and develop new process that maximises our opportunity to hit tariff numbers by reducing our cancellations rates.

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.

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.
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.

We are looking for:

Excellent system knowledge.
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.

The attached is the job description for the team that will be led by the successful candidate.

We are looking for Contact Centre  - Guest Payment Admin Adviser - Full Time to join our Team here at Butlin’s.
About the role:
Working in our busy Contact Centre you will not just be answering telephone calls Inbound & Outbound, but also ensuring that every guest is supported from booking through to full payment.
We will be helping guests to understand our varied payment plans and what to do to ensure that no errors are identified through the booking process where an add on’s payment is required, ultimately ensuring our guests have the best experience and a great start to their holiday. 
You will be responsible for:
As a team who understand the importance of getting it right for every guest, we are looking for team members who will be willing to go the extra mile and ensure that we receive full payment on time, by communicating with our guests at the right stages of the pre arrival journey.
Working as part of a multi skilled sales & customer services team you will support our guests with the payment of their break, promoting upgrades, answering questions and managing your administration.
You will be ensuring that full payment for holiday start dates are received on time and in line with the guest’s payment due by dates. Working with your colleagues and supported by your leader, you will be responsible for all 3 resorts, whilst ensuring the guest is being communicated with in a timely way.
You will be actively looking for additional balances post final balance due by date, looking for opportunities across our website & communications with our guests for ‘self-servicing’ methods and messaging, helping he business to communicate in a smarter way whilst progressing our digital journey. Highlighting anything that feels clunky to the guest journey..
You will also be working closely with the resort allocations team, communication is key to the success of this role.
We are all about having a clear understanding our guests needs and then using our product knowledge to focus on tailor made and personalised experiences for every guest.

We are looking for:
A good listener with the ability to be empathetic and fully understand the guests needs.
A problem-solving attitude, a desire to be helpful and offer solutions to meet the guests needs.
A great tone of voice and an ability to lead in engaging conversations.
Plenty of enthusiasm and a willingness to see things through to completion ensuring our guests feel satisfied and fully supported and that they have made the right decision to buy a holiday at Butlin’s.
Great organisational skills & the ability to prioritise workloads.
Attention to detail is also very important, along with being computer confident.
The role will be working from home initially so internet access will be required plus a working space. However we will be meeting regularly in the Hemel office space (once per week) to ensure we remain consistent as a team.

Bourne Leisure Head Office


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



Employment Status


Employment Type


Effective Date

15 June 2022

Expiration Date

4 July 2022