Guest Excellence Team Leader

Are you looking for a Team Leader job that’s full of FUN? Working here feels pretty outstanding and our Guest Excellence Team are fizzing with fun and a vital ingredient in the guest experience! Therefore, we’re looking for someone who strives for the best, is guest focused, and isn't afraid to lead a team.

Please be aware that this role is not part of Thorpe Park Resort and is based in a call centre next door to the theme park!

As a Guest Excellence Team Leader, you’ll provide day to day line management for the Guest Excellence Team, by scheduling Advisors on phones, email, chats, based on forecasted channel demand and meeting service level metrics.

Acting as the first escalation point for guest complaints, you’ll also assist with calls, bot chat and Zendesk tickets when required.

As the Team Leader, you’ll be a role model for the wider team, buddying up with new team members and providing ongoing mentor and training to the team, setting an example of what great customer interaction is.

This is a full-time permanent role, working any 5 days from 7, including working a regular fair share of weekends and bank holidays as required.

• Previous Team Leader / supervisory experience in a guest focused industry
• Able to find opportunities and challenge the status quo
• Have excellent written and verbal communication skills
• Be proficient in Microsoft Word, Excel, PowerPoint, and Outlook
• A strong teammate with an upbeat and approachable persona

Alongside acting as a role model for the wider team, you’ll also receive:

• 25% discount in our retail shops and restaurants and 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Employee pricing up to 55% off cinema tickets