Customer Support Team Leader

As an Ownership Enquiry Team Leader for Holiday Home Sales at Parkdean Resorts, you are expected to ensure the team delivers the required performance and quality standards, whilst delivering a great customer experience through a variety of customer contact channels including voice, email, live chat and social platforms.

You will inspire, lead, manage, develop and motivate a team of up to 15 advisors to achieve core business objectives through nurturing new and existing customers that are interested in Holiday Home ownership, delivering meaningful and quality appointments to parks via multiple channels and planned campaigns.

• Take personal accountability of agent and team performance ensuring operational appointment volume targets, KPI’s, conversion and quality standards are achieved
• Carry out weekly performance reviews and in-depth monthly 121’s, implementing team goals and objectives, playing an active role in the development of your people and addressing and managing underperformance
• Create a competitive and target focused environment by creating incentives specific to key focus areas
• Continuously review agent and team performance, providing weekly and monthly insight and reports with professional presentation and insight to senior managers
• Provide tailored coaching sessions providing documented motivational feedback and clear SMART objectives to improve performance
• Carry out regular audits and QA benchmarking across the team and via park teams as required to ensure the team respond confidently and with accurate information to all queries relating to Ownership enquiries
•  
• Development of and continuous review of training plan content and materials to ensure industry and product knowledge is at its highest, along with compliance and quality standards
•  
• Embed a performance culture and framework to achieve service levels and set targets
• Identify and instil best practice around the sales cycle, processes and systems and drive continuous improvement