{"id":2624820,"url":"https://alion.io/job/butlins-contact-centre-team-leader","title":"Contact Centre Team Leader","company":{"id":668746,"name":"Butlin's","domain":"butlins.com","url":"https://alion.io/company/butlins","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":13,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hemel Hempstead, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":82000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":339},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-14T14:44:05Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-21T22:52:15Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"About the role\nThe purpose of the Contact Centre Team Leader role is to support guests who have booked a Family or Big Weekender break, as well as those who require assistance or guidance with an existing booking.\nFrom the guest’s first point of contact, your role as a Team Leader is to lead, support, coach and develop your team, ensuring they have the knowledge, skills and confidence to deliver the highest possible standards of service and perform to the best of their ability.\nAs a Team Leader, you will report directly to the Sales & Service Manager, who will support your own coaching and development, helping you to grow in your role and maintain a culture of continuous learning, improvement and excellence.\nKey Responsibilities\nLeads by example, role modelling behaviours and ways of working that create a positive team culture and excellent guest experience.\nSupports team members to maximise sales and customer service opportunities by understanding guest needs and recommending suitable products and services.\nHandles guest objections positively, using problem-solving skills to achieve the best outcome.\nEnsures discounts and promotions are applied appropriately, protecting business performance while maintaining guest satisfaction.\nManages guest complaints effectively, resolving issues quickly and professionally.\nDelivers clear and engaging team communication, including daily briefings, business updates, and recognition of successes.\nSets, monitors, and drives performance against key performance indicators (KPIs), including conversion, tariff, and auxiliary targets.\nSupports operational needs by handling inbound sales, customer care, and general enquiry calls when required.\nWorks collaboratively across the Contact Centre, supporting areas such as social media and administration during peak periods.\nUses call quality assessments to monitor standards, provide constructive feedback, and support continuous development.\nConducts regular one-to-one meetings, setting performance goals and creating development plans for team members.\nCreates incentives and recognition initiatives that motivate and inspire the team to achieve their best performance.\nMaintains compliance with Data Protection, Health & Safety, and all company policies and procedures.\nAbout You\nPrevious experience leading and motivating teams within a sales or customer service environment.\nConfident communicator who engages and inspires others with energy, enthusiasm, and a positive attitude.\nReliable and results-focused, with the ability to multitask and manage priorities in a fast-paced setting.\nProactive problem solver with a positive, can-do approach to challenges.\nPassionate about supporting and developing team members to help them perform at their best.\nHighly motivated to deliver outstanding sales results and exceptional customer service experiences.\n\nThis role is Full-Time and will cover Monday - 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