Contact Centre Team Leader

Merlin Entertainments Group; Windsor; On-site; GBP 21,000 - 27,000; Part time

Benefits offered by this job

Merlin Magic Pass: 20 free tickets

25% discount in retail and restaurants

40% LEGO online discount

Free bus from Staines station

Free staff parking

Ongoing training & development

Perks at Work with 30,000+ discounts

Job summary

Merlin Entertainments Group is seeking a Contact Centre Team Leader to inspire and develop a team delivering guest experiences via phone, email, live chat and social media. You will lead from the front, drive performance against KPIs and sales targets, and coach the team to handle escalations while maintaining top quality interactions.

The role requires strong communication skills, 1–2 years in a contact centre or related environment, and a passion for developing others within a fast-changing

Qualifications

• Proven leadership to guide and inspire a team toward goals.
• Strong verbal and written communication with customers and colleagues.
• Flexibility to adapt to changing situations and manage time effectively.
• Proficiency with Contact Centre software and Microsoft Office Suite.

Responsibilities

• Lead and coach a team of Customer Service Advisors to deliver exceptional guest experiences across channels.
• Drive performance against KPIs, service levels and sales targets.
• Coach, mentor and escalate issues to maintain highest quality standards.
• Foster a positive, high-performing culture focused on engagement and operational excellence.
• Collaborate with cross-functional teams to achieve objectives in a fast-paced environment.

Skills

Leadership

Communication

Time management

Contact centre software

Microsoft Office Suite

Team coaching

Sales target achievement

Education

N/A

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 experiencedContact Centre Team Leaderto 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.

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