Guest Experience Lead - Contact Centre

Merlin Entertainments; Windsor; On-site; GBP 1,653,000 - 2,204,000; Part time

Benefits offered by this job

Merlin Magic Pass: 20 free tickets

25% discount in retail shops and餐

40% discount online off LEGO

Free bus from Staines station

Free staff parking

Ongoing training & development

Perks at Work discounts

Job summary

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

Leading from the front, you'll drive performance against KPIs, service levels and sales targets, while providing coaching, managing escalations and ensuring every interaction meets high standards.

Qualifications

• 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.

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.
• Manage escalations and ensure high quality interactions.
• Foster a positive, high-performing culture with strong team engagement.

Skills

Leadership

Communication

Time management

MS Office

Contact Centre software

Sales target achievement

Tools

MS Office Suite

Contact Centre software

Job description

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

Leading from the front, you'll drive performance against KPIs, service levels and sales targets, while providing coaching, managing escalations and ensuring every interaction meets high standards.