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 receives. In this role you will:

• Maintain a robust service platform to provide memorable experiences for all our guests
• Meet response time targets (SLA’s) on all forms of Guest feedback, ensuring they are consistent and to the highest quality.
• Ensure Guest Satisfaction and KPI targets are achieved.
• Be responsible for the daily operation of the Contact Centre team, overseeing the Back Of House operation, and undertaking Duty Manager Shifts where required.
• Deal with escalated on the day and post visit complaints, ensuring the consistency of guest recovery offered to any of our guests.
• Ensure correct and thorough auditing for guest recovery across the team.
• You will be assigned direct reports from the team with the requirement to motivate, engage and manage the hosts on a day-to-day basis, through daily briefings, training and on the job coaching.