Are you a passionate leader with a knack for inspiring high-performing teams? Do you thrive in a fast-paced, customer-focused environment? If you have a proven track record of achieving targets, driving excellence, and developing talent, this could be the perfect opportunity for you!

As a UK Short Breaks Team Leader, you will be at the heart of our Guest Excellence operations, leading a team of UK Short Breaks Advisors to deliver outstanding service across telephone, email, live chat, and social media. Your role will be pivotal in ensuring our guests receive an exceptional experience while driving team performance to meet customer satisfaction targets, KPI scores, and sales objectives.

This position is based within the Call Centre at Chessington World of Adventures Resort, and is fixed-term until the end of September 2025.

Key responsibilities:

• Lead, coach, and develop a team of Guest Excellence Advisors, ensuring high performance and engagement.
• Manage and review individual and team performance, identifying development opportunities and championing success.
• Support the UK Short Breaks Manager in achieving outstanding customer service and KPI targets.
• Monitor quality standards, ensuring advisors provide accurate information about our products and attractions.
• Act as an escalation point for complex customer queries and complaints, resolving them effectively.
• Work closely with Learning & Development to ensure robust training is in place for new and existing team members.
• Hold daily briefings and team huddles, keeping motivation and morale high.
• Oversee day-to-day operational performance, ensuring all agents meet targets and adhere to company policies.
• Conduct performance reviews and provide structured feedback to drive continuous improvement.
• Identify opportunities to enhance processes and challenge the status quo, improving team efficiency.

• Strong leadership skills with a proven background in performance management and developing talent.
• A team player with an upbeat and approachable persona, fostering a positive team culture.
• Excellent communication skills, both written and verbal.
• Experience in a fast-paced Contact Centre (or similar environment), with a track record of achieving sales and service targets.
• A proactive problem-solver who can manage priorities and adapt to changing demands.
• Competence in Microsoft Word, Excel, PowerPoint, and Outlook.
• Experience with NICE inContact, Avius, YEXT, and ZenDesk is beneficial.
• Strong attention to detail and a passion for delivering outstanding customer service.

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here). Benefits include Pension, Life Assurance, discretionary company bonus, 28 days’ holiday including bank holidays, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, an Enjoy the Ride pass which entitles you and 5 loved ones unlimited entry into your regional attractions, 25% discount in our retail shops and restaurants and 40% discount on LEGO, plus lots more!

If you have any questions or if you require any assistance, 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.