Zonal Controller

Merlin Entertainments Group; Chertsey; On-site; GBP 60,000 - 80,000; Full time

Job description

What you'll bring to the team

Zonal Controller

Location: THORPE PARK Resort, KT16 8PN

Hours: 40 hours per week

Salary: GBP £12.34/Hr.

The Zonal Controller plays a key role in ensuring the smooth running of park operations by monitoring performance, triaging operational requests, and maintaining effective communication channels.

Responsibilities:

• Monitor digital systems and dashboards to track the performance of units and rides across the resort.
• Answer phones and monitor digital systems for staff requests, including guest complaints, refunds, and ride shutdowns.
• Receive notifications and calls regarding other concerns, including IT issues, facilities work orders, and ER-related incidents.
• Support the resolution of employee relations issues as needed, offering guidance and assistance to team leaders, while ensuring adherence to company policies and fostering a positive workplace culture.
• Identify actions required on Resort, such as deploying an engineer to a ride, assigning a Zonal Manager to handle a guest complaint, or creating IT tickets.
• Prioritize actions based on their operational impact to ensure critical issues are resolved promptly.

Qualifications & Experience

• Operational Awareness: Understanding of park operations and the ability to monitor performance metrics effectively.
• Communication Skills: Clear and professional communication across phone, radio, email, and digital systems.
• Problem-Solving: Ability to identify actions, prioritize tasks, and resolve issues promptly and efficiently.
• Attention to Detail: Accurate tracking, reporting, and documentation of operational activities.
• Demonstrate adaptability and flexibility: Being open to adjusting or changing priorities and taking on ad hoc responsibilities as needed, while being willing to support the business with alternative shifts or varying working hours as required.
• Team Collaboration: Strong ability to work closely with internal teams to ensure smooth and effective park operations.

Benefits

• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service.
• 28 days holiday (including bank holidays).
• Company bonus.
• Private pension scheme.
• 40% discount online off LEGO.
• 25% discount in our on-site retail shops and restaurants.
• Ongoing training and development opportunities.
• Plus, many more…

This role is a full-time role, averaging 40 hours per week. Due to the nature of the business, this will include weekends, bank holidays, and some late evenings as required.

If you have any questions or if you require any assistance because of a disability or medical condition, please contact us by email at [e-mail] and one of the team will get back to you as soon as possible.