SeniorFull TimeEN
UK Short Breaks Team Leader
Location: Chessington World of Adventures, Surrey, KT9 2NE
Contract Type: Permanent, Salaried
We are looking for a passionate and driven Team Leader to join our Short Breaks Contact Centre team! You will play a key role in leading a high-performing team, delivering exceptional guest experiences, and driving operational excellence in a fast-paced, customer-focused environment.
As a Team Leader, you will take ownership of the day-to-day leadership of a team of up to 40 Contact Centre Advisors, ensuring they are supported, motivated, and equipped to deliver outstanding customer service. You will create a positive and high-performing culture by leading by example, addressing performance constructively, and encouraging collaboration and engagement across your team.
You will be responsible for coaching and developing your team through structured training, regular feedback, and ongoing performance reviews. By monitoring individual and team performance, you will identify opportunities for improvement and implement development plans that enhance capability, confidence, and results.
A core part of the role will involve overseeing the quality of guest interactions across multiple channels, including phone, email, and live chat. You will ensure all communications meet brand standards and deliver a seamless booking experience, acting as an escalation point for more complex or sensitive guest queries to ensure timely and effective resolution.
You will manage daily operations within the Contact Centre, ensuring adherence to company policies, procedures, and service level agreements. This includes leading engaging team briefings, maintaining clear communication, and working collaboratively with other departments to ensure smooth operations and excellent service delivery.
Using data and insight, you will analyse KPIs such as sales performance and service metrics to identify trends and inform decision-making. You will implement strategies to improve productivity, engagement, and guest satisfaction, while recognising and rewarding team success. In addition, you will maintain a strong understanding of the products and attractions your team supports, ensuring accurate customer information and an exceptional end-to-end booking experience. You will also champion health, safety, and compliance, ensuring all policies and procedures are followed and continuously improved.
About Merlin
A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.
If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.
