Customer Contact Centre Senior Advisor

About the role

As a Senior Advisor, you’ll be a trusted and experienced member of the Contact Centre team, handling inbound and outbound customer calls while supporting Team Leaders with the day-to-day running of the floor. You’ll lead by example, helping to maximise sales opportunities, resolve customer queries and complaints, and ensure our customers receive an exceptional experience every time they contact us.

This is a varied and hands-on role that combines customer interaction, coaching, and operational support.

The Why...

• Handling inbound customer calls and proactively completing outbound activity during quieter periods
• Delivering exceptional customer service on every call, aiming to exceed customer expectations
• Identifying and maximising all sales opportunities to achieve individual and team targets
• Managing customer complaints through case management systems and ensuring timely, high-quality resolutions
• Monitoring and reporting on daily team performance and KPIs
• Supporting communication between centres and Team Leaders
• Mentoring, coaching, and supporting a portfolio of team members to improve service and sales performance
• Managing shared mailboxes and ensuring all customer contacts are responded to promptly
• Supporting the running of shifts, completing reporting, and covering Team Leader duties when required (including opening and closing shifts)
• Completing administrative tasks accurately and on time
• Maintaining a clean, tidy, and professional workspace
• Actively demonstrating the Company Values and contributing to the delivery of our Mission Statement

The What...

• Previous experience in a sales-focused contact centre environment
• A confident, professional, and engaging telephone manner
• Passion for delivering outstanding customer service
• Strong communication and relationship-building skills
• Target-driven with a proactive and positive approach
• Motivated, enthusiastic, and keen to exceed expectations
• Ability to work independently while being a committed team player
• A problem-solving mindset with strong attention to detail
• Flexible and adaptable to changing priorities and working situations

The Who...

Hollywood Bowl Group has a passion for bringing families and friends together for affordable fun and healthy competition.

Following our listing on the main stock market in 2016 we became Hollywood Bowl Group, seeking out the perfect locations for our bowling and golf centres nationwide. We formed our customer proposition, built on real feedback, and went from strength to strength with our in-centre game technology and online scoring systems.

Now with over 75 centres across the UK and 15 centres in Canada, operating under the Hollywood Bowl, Putt & Play and Splitsville brands, we’re proud to be ambitious market leaders in experiential family entertainment.

We continue to expand our estate and look for profitable opportunities to grow, with an average of three new sites opening each year.

At Hollywood Bowl Group, we value diversity and inclusion, and we’re committed to creating a working environment that promotes equal opportunities. Individual differences and the contributions of all employees are recognised and valued and we believe that a diverse and inclusive workplace makes us a more relevant, more competitive, and more resilient company.

At Hollywood Bowl Group, we value diversity and inclusion, and we’re committed to creating a working environment that promotes equal opportunities. Individual differences and the contributions of all employees are recognised and valued and we believe that a diverse and inclusive workplace makes us a more relevant, more competitive, and more resilient company.