Contact Centre Manager
Contact Centre Manager

Merlin Entertainments


Contact Centre Manager

About the job

Contact Centre Manager

THORPE PARK Resort, Staines Road
Chertsey, SURREY, KT16 8PN
United Kingdom

Right now, we’re on the lookout for a Customer Experience Manager to lead the team at our central Midway Customer Contact Centre based in Chertsey, Surrey (right next to Thorpe Park Resort by the way!).

Merlin Entertainments ‘Midway’ Division is made up of our short-visit attractions, including Madame Tussauds, SEA LIFE, LEGOLAND Discovery Centres and The Dungeons. Our attractions are all over the UK from London to Edinburgh and Blackpool to Brighton.

What you need

  • To be a real customer service specialist through and through
  • Experience from the call centre sector or similar
  • To be an experienced leader of people (along with all that goes with that, such as recruitment, mentoring and performance management)
  • Good attention to detail, ability to work calmly under pressure, and full of initiative
  • You can take the lead when the pressure's on and see problems as challenges
  • Have a leadership style that will encourage and empower whilst leading from the front

In this multifaceted role, you’ll be responsible for all aspects of the operational performance of the Midway UK & Ireland Hub, ensuring the highest levels of service and performance are delivered to guests through a variety of contact channels.

You’ll be responsible for managing day to day tasks for the Contact Centre operation and will set the culture for the operational team through your hard-working and positive approach. You will also work closely with the Central Support Team to ensure the Guest Excellence vision is exceeded.

From developing processes for school and group bookings (with the objective of increasing revenue and bookings year on year), to resolving escalated guest complaints. Not only will you work closely with the teams at our attractions, you will also analyse reports to identify performance improvement opportunities and take steps to resolve these quickly.

Managing a team of a Guest Excellence Assistant Manager, Team Leader and Advisors you’ll train and mentor your team to be their very best! You will also create staff rotas to ensure guest contacts are responded to within SLA for the multiple contact channels while meeting budget constraints.

This is a full-time permanent role working any 5 days out of 7. This includes working a regular, fair share of weekends and bank holidays as required. Flexibility is crucial in our industry as working hours and days of work will vary each week.

What’s in it for you?

Alongside helping to drive the Contact Centre forward, you’ll also receive:

  • A competitive salary and non-contractual company bonus
  • 33 days holiday including bank holidays
  • Private Medical Insurance (Single Cover)
  • 40% off LEGO online and 25% discount in our retail shops and restaurants
  • Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
  • Discounted rates at Merlin hotels all over the world

Sounds pretty great, right?

Everyone Matters at Merlin.   
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry. 

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.

Contact Centre Manager

Chertsey, United Kingdom

Full-time, Indefinite

Start Date:As soon as possible

Latest start date: