Customer Experience Team Leader: Coach, KPIs & Growth
Merlin Entertainments Group
Turn this role into an interview — a resume and cover letter built around what this employer wants.
Benefits offered by this job
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
Education
Tools
Job description
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
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
