Contact Centre Experience Lead - Data and Insights

Merlin Entertainments - Corporate; Ewell; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

LEGO discount 40%

Merlin Magic Pass

Merlin shop discount 25%

Staff Merlin Pass codes

Private pension

Life assurance

Employee assistance

Perks at Work

Training & development

Job summary

Merlin Entertainments invites applications for the role of Contact Centre Experience Executive at multiple UK locations including Chessington World of Adventures, Merlin Technical Hub and Alton Towers. This permanent, salaried position requires 37.5 hours weekly with shifts 8am–7pm, 5 days out of 7, including weekends.

You will champion contact centre platforms, collaborate with suppliers and operations, and turn data into insights to guide data-driven decisions that enhance guest experiences

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.
• 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 IVR flows and routing.
• Ensure knowledge base accuracy across attractions.
• Track channel performance and metrics.
• Transform data into actionable insights for stakeholders.

Skills

Contact centre experience

CRM systems

Microsoft Office

Data analysis

Communication skills

Team collaboration

Attention to detail

Tools

CRM software

Ticketing platforms

IVR systems

Job description

Merlin Entertainments invites applications for the role of Contact Centre Experience Executive at multiple UK locations including Chessington World of Adventures, Merlin Technical Hub and Alton Towers. This permanent, salaried position requires 37.5 hours weekly with shifts 8am–7pm, 5 days out of 7, including weekends.

You will champion contact centre platforms, collaborate with suppliers and operations, and turn data into insights to guide data-driven decisions that enhance guest experiences