Customer Support Training and Performance Manager

Salary: £35000.00
  1. Established
  2. Contact Centre
  3. Central Support

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Job description

Join Parkdean Resorts as our Customer Support Training and Performance Manager.  

Are you a pro at boosting performance and driving customer satisfaction? We need you to lead our Holiday Sales, Holiday Home Ownership enquiries, and support teams to new heights! Your mission: crank up conversion rates, fine-tune efficiency, and wow our guests both in contact centres and on-park experience. Ready to make a real impact? Let's create unforgettable experiences together! 


So, why Parkdean Resorts? 

Well, besides the one-of-a-kind team culture, stunning locations across the UK, and the security that comes with being a part of the UK’s largest holiday park organisation, we can offer: 

 Up to 50% off holidays with us  

30% off park activities, food & drink  

25% off holidays for friends & family  

Clear career pathways for those looking to progress                                                              

We want to be a force for good for our parks, people, and planet. Our passion is to secure the sustainability of our business, create positive change, and leave a green footprint for future generations to enjoy.   


What you will be doing... 


Performance Coaching: 

  • Lead and deliver coaching for live chat, voice, email, and ticketing. 
  • Boost conversion rates, efficiency, and customer satisfaction. 
  • Monitor and coach teams to achieve top results. 

Training and Development: 

  • Identify and fill skills gaps with innovative training. 
  • Use AI tools to find growth opportunities. 
  • Design impactful training programs with L&D. 

Talent and Succession Planning: 

  • Ensure a strong talent pipeline. 
  • Develop future leaders and embrace digital transformation. 
  • Create personalized growth plans with HR. 

Onboarding and Continuous Improvement: 

  • Ensure smooth onboarding for new team members. 
  • Improve training and engagement processes. 
  • Use customer feedback to enhance experiences. 

Collaboration and Leadership: 

  • Promote a coaching culture. 
  • Align initiatives with operational goals. 
  • Foster a positive, learning-focused environment. 

Some of the skills and experience we are looking for: 

  • You've got a track record of boosting team performance in customer experience or sales. 
  • Expert in identifying training needs and crafting top-notch training programs. 
  • Your communication skills inspire and motivate teams to greatness. 
  • Skilled in succession planning and nurturing future leaders. 
  • Analyse performance data and create winning strategies. 
  • Exceptional project management skills keep everything running smoothly. 
  • Experience in transformation 
  • Ready to dive in and make things happen with enthusiasm. 
  • Knowledgeable about both contact centre operations and in-person hospitality. 
  • Proficient in CRM systems and performance tracking tools. 

Whatever you do, please don’t filter yourself out! We are often flexible when considering an applicant’s skills and experience for a role. So, don’t be put off if you don’t tick all the boxes.   

Are we the right fit for you? 

At Parkdean Resorts we don’t leave unforgettable moments to chance.  

We pitch in, we have fun, and we grow, challenging and inspiring each other to make great things happen every, single, day. We’re the people people, Parkdean people - we’re family, ensuring holiday happy is never far away.  

 We want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability. For any reasonable adjustment requests, please contact the team at Stephanie.wood@parkdean-resorts.com                                                                              


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