What you'll bring to the team
Role Summary:
The Operations Specialist is responsible for maintaining and improving operational efficiency by managing systems, vendors, training materials, and compliance documentation while ensuring seamless support for technical, facilities, IT, and people-related issues. Reporting to the Head of Business Support, this role is pivotal in driving operational excellence across the resort.
Key Responsibilities:
Operational Standards
* Maintain and update Standard Operating Procedures (SOPs), Code of Safe Working Practices (CoSWPs), and Emergency Action Plans (EAPs).
* Facilitate weekly operational reviews and ensure follow-through on action items.
* Maintain resort data standards to support accurate reporting and performance insights.
Training & Compliance
* Keep training content current with operational and legislative requirements.
* Deliver regular toolbox talks to promote safety, process consistency, and guest experience.
* Conduct spot checks and audits to ensure high operational standards and identify improvement opportunities.
* Lead completion and follow-up of safety documentation, including risk assessments, COSHH, and audits.
Systems & Vendor Management
* Oversee operational systems to ensure integrity and efficiency.
* Manage vendor relationships and service quality, particularly with janitorial and consumable suppliers.
* Order and track operational supplies to ensure continuity of service.
Support Coordination
* Act as the escalation point for technical, facilities, IT, and people support issues.
* Prioritize and triage incoming support requests for timely resolution.
Health & Safety
* Ensure compliance with Merlin Entertainments Group Health, Safety & Security policies.
* Conduct risk assessments and ensure accurate reporting of incidents and near-misses.
* Champion a proactive safety culture across all departments.
Qualifications & Experience
* Proven experience in operations management, systems coordination, or a related field.
* Strong organizational skills with exceptional attention to detail and accuracy.
* Demonstrated ability to drive operational excellence and continuous improvement.
* Skilled problem solver who applies data-driven approaches to identify and resolve challenges.
* Excellent communicator with strong interpersonal skills to collaborate effectively across teams and with external vendors.
* Proven adaptability in responding to evolving operational requirements and new technologies.
* Proficiency in system and vendor management tools and processes.
* Familiarity with compliance, safety, and regulatory standards within an operational environment.
* A proactive, analytical mindset with a focus on efficiency, quality, and guest experience.
Behaviours & Values
Aligned with Merlin's core values, the Operations Specialist is expected to:
Own Your Craft: Continuously develop expertise and seek improvement.
Go Together: Collaborate across teams and act decisively to deliver results.
Enjoy the Ride: Bring positivity, energy, and inclusivity to the workplace.
Drive & Discover: Take ownership, prioritise impact, and innovate for guest experience.
We Care: Uphold the highest standards of safety, welfare, and social responsibility.
Benefits
* A competitive annual salary
* 33 days holiday (including bank holidays)
* 'Enjoy the Ride' Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones
* Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year's service
* 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...
If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at and one of the team will get back to you as soon as possible.
Pay Range
Competitive