UK Short Breaks Team Leader

We are looking for a passionate and driven Team Leader to join our Short Breaks Contact Centre team! You will play a key role in leading a high-performing team, delivering exceptional guest experiences, and driving operational excellence in a fast-paced, customer-focused environment.

As a Team Leader, you will take ownership of the day-to-day leadership of a team of up to 40 Contact Centre Advisors, ensuring they are supported, motivated, and equipped to deliver outstanding customer service. You will create a positive and high-performing culture by leading by example, addressing performance constructively, and encouraging collaboration and engagement across your team.

You will be responsible for coaching and developing your team through structured training, regular feedback, and ongoing performance reviews. By monitoring individual and team performance, you will identify opportunities for improvement and implement development plans that enhance capability, confidence, and results.

A core part of the role will involve overseeing the quality of guest interactions across multiple channels, including phone, email, and live chat. You will ensure all communications meet brand standards and deliver a seamless booking experience, acting as an escalation point for more complex or sensitive guest queries to ensure timely and effective resolution.

You will manage daily operations within the Contact Centre, ensuring adherence to company policies, procedures, and service level agreements. This includes leading engaging team briefings, maintaining clear communication, and working collaboratively with other departments to ensure smooth operations and excellent service delivery.

Using data and insight, you will analyse KPIs such as sales performance and service metrics to identify trends and inform decision-making. You will implement strategies to improve productivity, engagement, and guest satisfaction, while recognising and rewarding team success. In addition, you will maintain a strong understanding of the products and attractions your team supports, ensuring accurate customer information and an exceptional end-to-end booking experience. You will also champion health, safety, and compliance, ensuring all policies and procedures are followed and continuously improved.

• Proven leadership ability with a passion for motivating and developing teams
• Strong communication skills, both verbal and written
• Experience working in a fast-paced Contact Centre or customer-facing environment
• Track record of achieving sales targets and performance objectives
• Ability to analyse performance data and implement improvement strategies
• Confident handling escalations and resolving complex customer issues
• Strong organisational and time management skills with the ability to adapt to change
• Experience coaching, mentoring, and developing team members
• Proficiency in Contact Centre systems and Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Collaborative approach with the ability to build positive working relationships
• Knowledge of service quality standards and customer experience best practice
• Minimum 1–2 years’ relevant experience in a sales-focused or customer service role

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.