Contact Centre Experience Executive

Merlin Entertainments; Greater London; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

40% discount off LEGO sets/Store

Merlin Magic Pass: 20 free tickets

25% discount in Merlin shops/restos

Staff discount codes for Merlin Annual

Private pension scheme

Life assurance scheme

Employee assistance programme

Perks at Work discounts

Ongoing training & development

Job summary

Merlin Entertainments is seeking a Contact Centre Experience Executive to keep our digital channels running smoothly and to empower advisors with the tools and data they need to excel. You will champion IVRs, chatbots, knowledge bases and coordinate with suppliers to optimise performance across UK locations.

You will analyse channel metrics, translate data into insights, and guide stakeholders toward data-driven decisions that improve guest experiences across Merlin attractions.

Qualifications

• Experience in a contact centre or customer service administrative role is essential.
• Strong verbal and written communication skills.
• Excellent organisational and time-management abilities.
• Proficiency with contact centre software, CRM systems, and Microsoft Office (Word, Excel, Outlook, PowerPoint).
• High attention to detail and accuracy in data and record-keeping.
• Ability to collaborate effectively within diverse teams.
• Comfortable analysing data to support operational decision-making.

Responsibilities

• Keep our digital contact channels running smoothly and ensure advisors have tools and data to shine.
• Champion contact centre platforms and partner with suppliers to resolve issues and enhance performance.
• Track channel performance and transform data into actionable insights for data-driven decisions.

Skills

Communication skills

Data analysis

Team collaboration

Organisational skills

Problem solving

Attention to detail

Adaptability

Tools

CRM systems

Microsoft Office

Job description

Location: Any of the UK contact centre locations - Chessington World of Adventures, Merlin Technical Hub, Alton Towers

Contract Type: Permanent, salaried

Hours: 37.5 hours per week on a rotational basis, with shifts between 8am – 7pm, any 5 days out of 7 including weekends and bank holidays

Bring joy, create connections, and make memories, while shaping the technology and insights that power unforgettable guest experiences as a Contact Centre Experience Executive! You will sit at the heart of our operation, keeping our digital contact channels running smoothly and ensuring our advisors have the tools and data they need to shine. In this role, you will champion our contact centre platforms, working closely with system suppliers, operational teams and stakeholders. You’ll turn data into meaningful insights so if you love technology, problem‑solving…keep reading!

The Contact Centre Experience Executive will become the go‑to expert for our contact centre technologies, from IVRs and ticketing platforms to chatbots and knowledge bases. You will keep our systems running efficiently, seek improvements, and partner with suppliers to resolve issues and enhance performance.

You will track channel performance and key contact centre metrics, transform multiple data sets into actionable insights by uncovering underlying trends and patterns, and then use effective storytelling to guide stakeholders toward informed, data‑driven decisions. Your work will directly shape how we support our guests and how our advisors deliver great service.

The Contact Centre Experience Executive will design and maintain IVR flows, manage operational scheduling and routing, and ensure our knowledge base stays accurate across multiple attractions. With a blend of tech know‑how and operational insight, you’ll influence how we evolve our customer contact experience.

Qualifications & Experience

• Experience in a contact centre or customer service administrative role is essential
• Strong verbal and written communication skills
• Excellent organisational and time‑management abilities
• Proficiency with contact centre software, CRM systems, and Microsoft Office (Word, Excel, Outlook, PowerPoint)
• High attention to detail and accuracy in data and record‑keeping
• Ability to collaborate effectively within diverse teams
• Comfortable analysing data to support operational decision‑making

Benefits

• 40% discount off LEGO® sets and products on the online LEGO Store!
• Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!
• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Ongoing training & development

About Merlin

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at [e-mail] and one of the team will get back to you as soon as possible.

Pay Range

Competitive