This role supports the Contact Centre Assistant Manager in the daily running of the Contact Centre team. With the department split into two, Customer Services (emails, social media, live chat) and the Call Centre (phones, admin, school bookings), this job holder will assist in both teams to ensure a smooth operation.

This role involves ensuring efficient and appropriate responses to all Guest enquiries and feedback that Thorpe Park Resort receives.  This includes both positive and negative feedback. Ensuring it is responded to in a timely manner, meeting all SLAs and ensuring action is taken, demonstrating, on behalf of the company, the importance that is placed on receiving Guest feedback. Responsibility for host training, coaching & performance, and motivation.

As a Contact Centre Team Leader, you will focus on either escalated phone calls, admin and school bookings in the Call Centre team or emails, social media and live chat in Customer Services. Dealing with escalated calls from start to finish. Using confident and empathic phone manner to ensure every guest is heard and their comments are addressed appropriately. Using excellent grammar to compose professional and empathetic emails to ensure every guest is heard and their comments are addressed appropriately.

• Strong written and verbal communication with excellent telephone manner
• Ability to self-manage and use initiative to prioritise tasks, whilst remaining calm under pressure
• Strong communicator who can influence others and build strong working relationships and rapport with our guests and staff
• Ability to drive initiatives, motivate and coach team members to achieve great results
• Confidence to challenge others where necessary
• Adaptable to given situations and circumstances which may arise
• Proficient IT skills, in particular Microsoft Word, Excel
• Ability to learn systems and new processes quickly

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Come and join the fun for our 2024 season and you can enjoy some of our great benefits including:

· 20 FREE tickets to any Merlin attractions worldwide

· 25% discount in our retail shops and restaurants

· Opportunities to develop and have a longer-term career in Merlin

· Free bus from Staines station to Thorpe Park for all employees

· 40% discount online off LEGO, and much more!