Job Description Call Centre Team Leader Full Time

1 Job Description Call Centre Team Leader Full Time Job title: Call Centre Team Leader Team: Sales & marketing Responsible to: Director of Sales and marketing Responsible for: Call Centre Sales and Support Advisors Date job Description was last updated: August 2017. WHY WE'RE HERE. We are here quite simply to create amazing experiences on land and snow that everyone loves. Our mission is to be the number 1 visitor attraction in the North and we will do this by consistently amazing, educating and inspiring our guests. We continuously invest in both our unique environment and our team; who passionately deliver memorable, fun and safe activities, along with outstanding guest service. We will only be able to do this by employing individuals whose personal values are aligned with our team values. We are looking for passionate people, who can live the spirit of challenge, seek to amaze in how and what they deliver, can do the right thing and be professional. e Welcome to Chill Factor.

2 WHY YOU'RE HERE. The Call Centre Team Leader is responsible for leading, motivating and developing the Sales and Support Advisors to ensure the effective and efficient running of the Call Centre and a great guest experience. The Call Centre Team Leader also supports the Sales and Support Advisors with calls as appropriate to minimise guest waiting times and resolve queries or complaints relating to guest bookings. WHAT YOU'RE HERE TO DO. The Call Centre Team Leader 's responsibilities and duties are outlined in the key areas below. Sales & marketing To ensure the effective and efficient running of the Call Centre . To ensure that all guests have the best possible experience of Chill Factore. To be a pro-active member of the Call Centre Team and support all calls. To co-ordinate outbound activity to support the delivery of Membership and Parties revenue. To support outbound activity to generate Corporate and Schools leads as required to support the delivery of Corporate and Schools revenue targets.

3 To support the Sales Team with administrative tasks, such as the production of function sheets, as required. To respond to online queries received via e-mail and social media. To ensure that the Call Centre KPIs are met. To handle and resolve complaints relating to the Call Centre in a professional and effective manner. To collate, analyse and utilise call statistics to manage and improve the sales performance of the Call Centre team. To take bookings for all areas of the business, following the correct procedure for all bookings and booking amendments. To drive the sales of memberships and merchandise. To ensure all members of the Call Centre Team are fully informed of targets and current sales positions. To support the set up of third party sales and to brief the Call Centre Team on current third party activity. To create weekly MI reports, monthly board reports and any other ad hoc reports requested by the Director of Sales and marketing . To support other areas of the business as required with outbound calling to guests and product testing.

4 People / Management To take responsibility for the day-to-day supervision of any direct reports. To delegate tasks as and when appropriate to team members to ensure the effective and efficient running of the department. To develop staff through coaching, advice and motivational techniques to help the Call Centre and Guest Services teams to maximise the potential for revenue development from both inbound and outbound calls. To hold regular one-to-one meetings and performance reviews with the Sales and Support Advisors. To quickly identify and address any staffing issues with or between Team Members when appropriate, or Page 1. refer any such circumstances to the appropriate department or manager for resolution. To performance manage all team members and offer feedback. To foster good relationships with all internal departments and cross-functional teams. To proactively support their manager by suggesting new ideas and questioning thinking where appropriate. To refer to senior team members for advice and support.

5 To attend all department meetings. To attend all staff meetings and training sessions as and when required. To work with other departments on project execution. To deal with guests in a professional manner at all times, acting as a role model for the company values. To comply with Health and Safety rules and regulations and ensure that Call Centre team members do the same. To ensure the Call Centre is fully staffed at all times, in line with the Call Centre hours budget. To ensure monthly timesheets and payroll submissions are completed on time. To report any equipment defects, faults or breakdowns promptly to the relevant department. In addition to the above main responsibilities , the Call Centre Team Leader will be required to undertake any other task, deemed to be appropriate to the job role . WHAT YOU'LL NEED TO KNOW. The Call Centre Team Leader is expected to have the following specialist skills, knowledge and experience:- Previous sales experience with a proven track record of success in a sales role.

6 Experience of supervising a team. Call Centre experience is desirable. A good understanding of working with KPIs and conversion rates. Experience with CRM or equivalent systems. Empathy with and/or an understanding of snowsports. Good written and verbal communication is required together with good interpersonal skills. An understanding of marketing . HOW WE ALL BEHAVE. e All Chill Factor employees are expected to live by' our five core values by demonstrating the following behaviours when performing in their job. CORE VALUE THE BEHAVIOURS. Be Passionate We inspire others with our thirst for excellence We deliver great results and celebrate wins We create memories We really care about creating experiences that guests will LOVE. We believe in what we do We are committed to making a difference We remain positive and cope well with any setbacks Live The Spirit of We are constantly striving to raise the bar Challenge We support each other in good times and tough times We are innovative; challenging the norm, ourselves and others We are proactive and take smart risks We focus on what we might gain rather than what we might lose We are constantly learning and always aspire to be better Seek To Amaze We create fun, amazing experiences delivered with enthusiasm Think like a guest we see Chill through their eyes!

7 We listen well, instead of reacting fast, so we can better understand We give 200% every day It's Showtime you create the Wow Factor ! We support each other and go the extra mile We are friendly, warm and welcoming Do The Right Thing We take responsibility and are quick to admit mistakes We see what needs to be done and just do it Guests always feel safe in our hands as we make safety our priority in everything we do Page 2. We recognise and dispel anxiety in our guests We are consistent and nail it every time! We watch for those in need and pitch in. We are team players, not politicians We are one team! We support and encourage each other Be Professional We do what we say we will all of the time We are open; we trust and respect our colleagues for their skills and experience, however different from our own We respect our guests they pay our wages! We take pride in everything we do for guests and our colleagues Honesty is ALWAYS the best policy We value each other and treat everyone fairly We take responsibility HOW PERFORMANCE IS MEASURED.

8 We operate regular reviews during which job performance will be discussed and reviewed. The Call Centre Team Leader 's performance will be reviewed at least annually against agreed objectives and against both the competency framework and the Core Values detailed above, however, more frequent informal reviews will take place throughout the year. Page 3.