Contact Center Team Leader

We are We Do Play. We are the UKs biggest and best adventure park brand! We have a fantastic opportunity for a Customer Services Team Leader to join our team based in Chester.

The Company
We Do Play is all about creating unforgettable experiences, one guest at a time. If you enjoy the challenges and variety of managing a team that is focussed on working to give every one of our guests a great experience, we’d like to talk with you.

The We Do Play Contact Centre team is at the heart of our guest experience. The team creates a welcoming ethos to all guests with a focus on ensuring each and every enquiry is answered to the best of its ability. Our guests also help to make Flip Out a great and enjoyable place to work. They keep us keen and fresh and push us to always be looking for new surprises for everyone’s enjoyment. The team spirit at

We Do Play extends to the growing range of discount benefits we offer, and the fun out-of-work events which the team can enjoy.
Building on another successful year, we are now looking for a Contact Centre Team Leader.

The Role
Your key responsibility will be to lead the team on a shift-by-shift basis. As a Contact Centre Team Leader, you will be the start of everyone’s incredible experience at our Flip Out Adventure Parks.
In this highly visible role, effective operational supervision to maintain and develop the team’s guest service and We Do Play’s guest services procedures are at the heart of the job.

Who we look for

We are on the hunt for a Contact Centre Team Leader, who offers at least 2 years previous experience in a similar role. The type of personality who thrives on creating an organised, progressive, and fun environment for our guest services agents in a fast-paced environment is a must-have. You’ll be ambitious, with a mature outlook and well-grounded common sense, and thrive on using your initiative and taking responsibility. If you are eager to learn, enjoy responding to new challenges, and can apply a positive ‘can do’ attitude, you’re in the right place with We Do Play.

Experience/Skills/Qualifications

· Experience leading a team within a fast-paced, customer-facing environment.

· Confidence in your decision-making skills, and ability to resolve escalated customer issues and disputes in a diplomatic way.

· Ability to carry yourself in a professional way, and communicate in a calm, patient and clear manner.

· Leadership experience, and an ability to prioritise and organise work and the work of others in order to make the most efficient use of time.

· Emotional resilience and ability to handle difficult situations in a calm and assertive manner

· Ability to explain daily operating procedures and/or ideas to your co-workers in a way that is simple and easy to understand.

Rates of Pay & Benefits

£26,616 per annum (40 hour per week contract)

Generous performance bonus scheme offering a potential £3000 additional earnings per annum!

We have a portal offering huge discounts across the largest retailers and offering cashback too! We have an employee assistance programme where support is available 24 hours a day to help our team with any issues that may be facing. Recognition is massive for us and we regularly have cash and voucher incentives available for our top performers. We rigorously look to develop our team and promote within - there are tonnes of progression opportunities across the business. We have lots to offer for your families too (we wouldn’t be a family entertainment business otherwise!) The list goes on!

Equality, Diversity & Inclusion

We are committed to creating unforgettable experiences, that includes our employees too! We thrive on creating the biggest and best diverse workforce, where everyone can come together and have fun. We are committed to offering equal employment opportunities to all, regardless of ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

Job Type: Full-time

Salary: £26,616.00 per year

Benefits:

• Company pension
• Employee discount
• Free or subsidised travel
• Free parking
• On-site parking

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus scheme
• Performance bonus

Experience:

• Contact Centre Supervisory/Management: 2 years (required)
• Customer Service: 3 years (required)

Work Location: In person