Service Centre Team Leader (Internal Secondment)

Service Centre Team Leader

Internal Secondment May-September

37.5 hours per week, Monday- Friday 09.30-17.30

plus 1 in 4 Saturdays 09.00-13.00 (May-Sept) contracted and paid as overtime

£28,249.99 per annum

The Camping and Caravanning Club is the world's oldest and largest Club for all forms of camping and our aim is to help people enjoy the simple pleasures that camping can bring.

We are recruiting for a Service Centre Team Leader on a secondment. The successful candidate will deliver and support the Service Centre advisor team in delivering exceptional levels of customer service and member communication, through various channels. Whilst at all times operating in a friendly and professional manner with the aim of delivering to set KPI and SLAs within the overall objectives of the Club. Ensuring where possible, to strive to add value within all areas of communication and to support the Management team in the day-to-day operations of the Service Centre

Daily duties and responsibilities will include:

• To act as an ambassador for the Service Centre at all times. Act as a positive role model and support for all advisors and Team Managers.
• Champion and demonstrate a customer-focused culture, striving to consistently deliver Exceptional Customer Service.
• Act as the first line of reference for advisors within the Service Centre, including supervision of both the floor and those working at home both on the phones and within customer service.
• To take escalations when required from members to resolve their queries or complaints.
• To support the team to achieve individual and collective Service Centre KPIs/Objectives.
• To drive first call resolution, and when needed assist with initial escalations or if required refer to the relevant individual or escalate to the next level.
• To support the team in ensuring they have the most up to date information for all Club products and services to maximise call and email efficiency.
• To support the team with outbound calling initiatives to promote a sales through service culture.
• In high volume periods, to take calls or respond to emails as per the advisors to ensure we continue to meet service KPIs.
• To support the Service Centre Management Team in conducting regular monitoring and feedback sessions. As well as ensuring the correct procedure and document completion is followed.

We are looking for the following in applications:

• Competent with Microsoft packages
• Experience of working within a busy customer environment or team
• Experience of handling customer escalations
• Experience of sales through service and product knowledge
• Experience of coaching and monitoring team advisors both for quality assurance and KPIs
• Previous experience of using a booking system or CRM application

The Camping and Caravanning Club is a fantastic place to work, with a supportive and dedicated team. We've been helping people enjoy the great outdoors for over 120 years.

We believe in rewarding our people for their hard work, so we have a great mix of benefits and opportunities, to give you the recognition you deserve:

Benefits include 28 days annual leave plus bank holidays and holiday purchase scheme, 10% pension (5% / 5%), 3 x salary life assurance, an employee assistance programme, free staff membership for discounts on our Club sites and with our retail partners. We operate hybrid working, with 2 set days in the office and the option of working from home the remainder of the week (after probation period).

We are especially keen to encourage expressions of interest from people currently under-represented within the Club, these include but are not limited to those from the LGBT+ community, people with disabilities, and people from ethnic minority backgrounds. We are an equal opportunities employer and actively committed to promoting equality and diversity, and the Club expects all staff, members and volunteers to share this commitment.

We have signed the Armed Forces Covenant and welcome the Armed Forces community to apply.

We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.

For this role, you must have evidence of the right to work in the UK.

Please upload your anonymised CV

Applications close : 22 May 2026