LaplandUK

About the Company

What we do:

LaplandUK are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 15 years ago Mike & Alison Battle created the event out of their own desire to take their children somewhere that would celebrate the pure, commercially unsullied, magic of Christmas. Now, with the help of Hollywood set-designers, West-End actors and more than a sprinkling of magic, the event is keeping the magic of Christmas alive for thousands of children every year.

In 2015 we published our first book 'Lapland - The Untold Story of Father Christmas' with Bloomsbury.

LaplandUK celebrates and honours the values, imagination and wonderment of childhood through our magical world, rich story telling and immersive memory making experiences.

Listed Jobs

Company Name

LaplandUK

Job Title

Contact Centre Supervisor

Job Description

**Job Title:** Contact Centre Supervisor **Role Summary:** Oversee daily contact centre operations for a 5‑month fixed‑term contract. Manage, resolve, and document guest enquiries and escalations via the CRM platform, ensuring adherence to SLAs and the organisation’s customer‑service standards. **Expectations:** - Deliver timely, professional responses aligned with the company’s tone and service guidelines. - Maintain accurate records and data integrity in the CRM. - Collaborate with the Contact Centre Manager, outsourced vendors, and cross‑functional teams. - Demonstrate a solution‑oriented, positive approach to complaints, upholding guest satisfaction. **Key Responsibilities:** - Review, manage, and resolve guest enquiries and escalations within agreed SLAs. - Communicate with guests professionally, preserving brand tone and standards. - Record all guest interactions accurately in the CRM. - Work with the manager, outsourced providers, and internal teams to address issues promptly. - Foster a solution‑focused complaint handling environment. - Support the mission of delivering a positive guest experience. **Required Skills:** - Prior customer service and complaints handling experience (preferred). - Strong written and verbal communication, including reporting to senior management. - Team leadership or management experience. - Organized, solution‑oriented, and proactive. - Proficient with CRM systems, booking platforms, and Microsoft Excel. - Calm under pressure, with the ability to prioritize and manage multiple cases. - Excellent interpersonal skills and a commitment to guest satisfaction. **Required Education & Certifications:** - High‑school diploma or equivalent; bachelor’s degree preferred. ---

London, United kingdom

On site

07-10-2025

Company Name

LaplandUK

Job Title

Guest Experience Supervisor / Manager

Job Description

**Job Title:** Guest Experience Supervisor / Manager **Role Summary:** Lead a team of hosts in delivering a seamless, warm, and professional welcome for a high‑volume immersive entertainment attraction. Manage either the guest check‑in area or main experience zones, overseeing queue flow, admissions, and guest service while ensuring safety and operational excellence throughout the seasonal shift. **Expectations:** - Deliver exceptional service to families, VIPs, PR guests, and guests with special needs. - Maintain live problem‑solving capability under pressure, sustaining the attraction’s magic and safety standards. - Support staff scheduling, incident logging, and escalation, fostering a positive team environment. **Key Responsibilities:** - Supervise day‑to‑day operations of check‑in or experience zones. - Conduct team briefings and maintain clear cross‑shift communication. - Manage queue flow, admissions, and live issue resolution. - Handle VIP, PR, and accessibility requests with confidence and warmth. - Support staff scheduling, log incidents, and raise escalations as required. - Enforce safety protocols, including lost‑child response and emergency actions. - Promote a team‑first, positive working environment. **Required Skills:** - ≥1 year supervising or leading guest‑facing teams (events, theatre, hospitality, or visitor attractions). - Strong communication, operational awareness, and calm problem‑solving. - Experience with digital tools for scheduling and check‑in systems. - Warm, approachable, collaborative attitude with a passion for people. **Required Education & Certifications:** - Minimum of secondary school qualification; higher education preferred. - No specific certifications mandated, but familiarity with accessibility support or guest feedback systems is an advantage.

Macclesfield, United kingdom

On site

Fresher

20-11-2025