Multi-Channel Contact Centre Team Lead: Inspire & Elevate

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

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.