Contact Centre Experience Executive

Merlin; New Ash Green; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

LEGO discount

Merlin Magic Pass

Merlin store discounts

Merlin Annual Pass discount

Private pension

Life assurance

Employee assistance

Perks at Work

Training & development

Job summary

Merlin is hiring a Contact Centre Experience Executive to ensure our digital channels run smoothly and to empower advisors with the right tools and data.

Based at a UK location, you will own contact centre platforms, collaborate with suppliers and teams, and translate data into insights that guide decisions. You will design IVR flows, manage routing and scheduling, and help evolve how we deliver guest service 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

• Maintain digital contact channels and support advisors with tools and data
• Champion contact centre platforms and liaise with suppliers and teams
• Transform data into actionable insights to guide decisions
• Design and maintain IVR flows and routing
• Schedule operations and ensure knowledge base accuracy
• Influence evolution of customer contact experience across attractions

Skills

Contact centre experience

Communication skills

Organisational skills

Data analysis

Team collaboration

Tools

CRM systems

Microsoft Office

Contact centre software

Job description

Contact Centre Experience Executive

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 effectively 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

Pay Range

Competitive