Contact Centre Experience Lead - Data & Tech for Guests

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

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.