Job Description

Job Summary

We're on the lookout for a confident and people-focused Contact Centre Team Leader to join our Head Office team in Llanrwst. This is a hands-on role where you'll lead from the front, helping your team deliver exceptional customer experiences across phone, email, and live chat.

At Zip World, our Contact Centre is often the first touchpoint for our guests, so energy, positivity, and a solution-focused mindset are a must. You'll play a key part in making sure every interaction reflects the adventure and excitement our brand is known for.

What You'll Be Doing

Leading, coaching, and motivating a team of Contact Centre Advisors Ensuring high levels of customer satisfaction and consistently excellent service Supporting the team with live customer queries and escalations Monitoring performance and providing feedback to help the team grow Driving improvements in processes, systems, and communication Supporting new staff onboarding and ongoing training Collaborating closely with our sites and other departments to ensure a joined-up approach

What We're Looking For

Experience in a team leader or supervisory role in a customer service or contact centre environment A natural motivator who leads by example and brings a positive attitude to work Excellent communication and problem-solving skills Someone who thrives in a fast-paced, dynamic environment Confident using systems and data to track performance and identify improvements Flexible with working hours (weekends and bank holidays may be required)

What You'll Get

28,000 annual salary Company perks and staff discounts across all Zip World sites Free and discounted Zip World adventures for you, friends, and family Company pension scheme Ongoing training and development opportunities A fun, supportive team environment where no two days are the same

How to Apply

Sound like the right fit? Send your CV and a short cover note to

recruitment@zipworld.co.uk

. We can't wait to hear from you.

Job Types: Full-time, Permanent

Pay: 28,000.00 per year

Benefits:

Casual dress Company events Employee discount Health & wellbeing programme Store discount
Schedule:

Monday to Friday Weekend availability
Work Location: In person