Contact Centre Team Leader

Merlin; Windsor; On-site; GBP 25,000 - 33,000; Part time

Benefits offered by this job

Merlin Magic Pass: 20 tickets

25% discount in Merlin shops/resta

40% discount LEGO online

Free staff parking

Ongoing training & development

Perks at Work access

Job summary

Merlin at Thorpe Park is seeking an experienced Contact Centre Team Leader to inspire, coach and develop a team of Customer Service Advisors delivering guest experiences across phone, email, live chat and social media.

You'll drive performance against KPIs, service levels and sales targets, provide coaching, handle escalations, and foster a positive, high-performing culture where engagement and customer satisfaction come first. 18+ and availability on weekends required.

Qualifications

• Experience leading a contact centre or similar team.
• Proven ability to improve customer satisfaction and performance.
• 1–2 years in a contact centre environment.

Responsibilities

• Inspire, coach and develop a team of Customer Service Advisors.
• Drive performance against KPIs, service levels and sales targets.
• Provide coaching, manage customer escalations and ensure high-quality interactions.
• Create a positive, high-performing culture with strong engagement and outcomes.

Skills

Natural leadership

Clear communication

Flexibility

Contact centre software

Microsoft Office Suite

Team development

Tools

Contact Centre software

Microsoft Office

Job description

What you'll bring to the team

Contact Centre Team Leader

Location: Thorpe Park - Merlin Technical Hub.

Hours: Minimum Guaranteed hours 30 per week between 08.00 - 22.00. Must to be available to work 5 days out of 7 including weekends and bank holidays. One of the working days must be a Saturday or Sunday.

Contract Type: Seasonal, Fixed term until 27/11/2027

Due to the nature of the role, we can only accept applicants who are 18 and over.

We're looking for an experienced Contact Centre Team Leader to inspire, coach and develop a team of Customer Service Advisors, delivering exceptional guest experiences across phone, email, live chat and social media channels.

Leading from the front, you'll drive performance against KPIs, service levels and sales targets, whilst providing coaching, managing customer escalations and ensuring every interaction meets the highest quality standards. You'll play a key role in creating a positive, high-performing culture where team engagement, customer satisfaction and operational excellence go hand in hand.

We're looking for a confident people leader with experience in a Contact Centre, Call Centre, Customer Service or Guest Services environment. You'll have strong communication skills, a passion for developing others, and a proven track record of improving performance, customer satisfaction and team results.

If you're ready to take the next step in your customer service leadership career and help deliver outstanding experiences every day, we'd love to hear from you.

Qualifications & Experience

• Natural leadership abilities to guide and inspire a team towards achieving common goals.
• Clear and effective communication skills, both verbal and written, to interact with team members and customers.
• Flexibility to adapt to changing situations and handle unexpected challenges with great time management skills.
• Proficiency in using Contact Centre software, and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Ability to work collaboratively with a diverse team and contribute to a positive work environment.
• A proven track record of achieving objectives and sales targets within a fast-changing Contact Centre environment.
• 1-2 years of experience in a Contact Centre or similar customer-facing environment.

Benefits

• 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 our retail shops and restaurants.
• 40% discount online off LEGO, and much more!
• Free bus from Staines station for all employees.
• Free staff parking.
• Ongoing training & development to have a longer-term career in Merlin.
• Access to Perks at Work with 30,000+ national & local employee discounts.

Pay Range

Competitive