Contact Centre Team Leader

Chertsey, England, United Kingdom

1/16/2025

Location:  Thorpe Park, KT16 8PN

Hours:  Fully Flexible; working up to 5 days out of 7, covering hours that can be between 9:00am-7:00pm

Contract Type:  Seasonal, until November 2025

Qualifications & Experience

This role supports the Contact Centre Assistant Manager in the daily running of the Contact Centre team. With the department split into two, Customer Services (emails, social media, live chat) and the Call Centre (phones, admin, school bookings), this job holder will assist in both teams to ensure a smooth operation.

Role

This role involves ensuring efficient and appropriate responses to all Guest enquiries and feedback that Thorpe Park receives.In this role you will:

• Maintain a robust service platform to provide memorable experiences for all our guests
• Meet response time targets (SLA’s) on all forms of Guest feedback, ensuring they are consistent and to the highest quality.
• Ensure Guest Satisfaction and KPI targets are achieved.
• Be responsible for the daily operation of the Contact Centre team, overseeing the Back Of House operation, and undertaking Duty Manager Shifts where required.
• Deal with escalated on the day and post visit complaints, ensuring the consistency of guest recovery offered to any of our guests.
• Ensure correct and thorough auditing for guest recovery across the team.
• You will be assigned direct reports from the team with the requirement to motivate, engage and manage the hosts on a day-to-day basis, through daily briefings, training and on the job coaching.
  
  

Benefits

• Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• 25% discount in our retail shops and restaurants
• 40% discount online off LEGO, and much more! 
• Free bus from Staines station for all employees  
• Fortnightly pay
• Free staff parking
• Ongoing training & development to have a longer-term career in Merlin 
• Access to Perks at Work which 30,000+ national & local employee discounts
  
  

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@thorpe-park.co.uk and one of the team will get back to you as soon as possible.

Pay Range

Compensation between GBP £12.34/Hr.-GBP £12.34/Hr.