UK Short Breaks Team Leader
Location (Country-County-City) UK-Surrey-Chessington
Job Locations UK-Surrey-Chessington
ID
Employment Type
Full-Time
Offer/Contract Type
No End Date
Location Name
Chessington World of Adventures Resort
What you'll bring to the team
At Merlin Entertainments, we're dedicated to creating unforgettable experiences for millions of guests across the globe – from Alton Towers Resort and LEGOLAND to SEA LIFE and Madame Tussauds. Behind every magical moment is a team of people committed to delivering world-class guest service, and now we're looking for an inspiring UK Short Breaks Team Leader to join our Guest Excellence function at Chessington World of Adventures Resort.
What you'll be doing
As the UK Short Breaks Team Leader, you'll play a key role in ensuring our guests receive exceptional service across every touchpoint – telephone, email, live chat, and social media. Leading a team of up to 20 Guest Excellence Advisors, you'll:
* Motivate, coach, and develop your team to deliver outstanding service and achieve KPI and sales targets.
* Lead daily team huddles, inspiring your team to provide magical experiences for every guest.
* Monitor service quality, providing constructive feedback and championing great performance.
* Act as an escalation point for complex guest complaints, resolving issues with professionalism and empathy.
* Support recruitment, onboarding, and training to build a high-performing, customer-obsessed team.
* Deliver performance reviews and development plans, driving individual and team progression.
* Collaborate with the UK Short Breaks Manager and Learning & Development Co-ordinator to align team performance with wider business goals.
Qualifications & Experience
* Strong leadership skills with the ability to inspire, coach, and develop individuals.
* Experience achieving sales and service targets within a Contact Centre (or similar).
* Knowledge of customer service performance metrics and KPIs.
* Confidence in managing escalated complaints and making effective decisions under pressure.
* Excellent communication skills, with the ability to influence and motivate across all levels.
* Strong organisational and time-management skills, with a proactive and adaptable approach.
* Experience with tools such as NICE inContact, Avius, YEXT, and ZenDesk (desirable).
Benefits
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
Pay Range
GBP £27,000.00/Yr.