Contact Centre Shift Leader

Contact Centre Shift Leader

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

Contact Centre Shift Leader

Join our team of THRILLMAKERS at the UK’s Favourite theme Park THORPE PARK Resort and in return you will get:

• 20 FREE tickets to any Merlin attractions worldwide
• 25% discount in our retail shops and restaurants
• Opportunities to develop and have a longer term career in Merlin
• Free bus from Staines station to the Resort for all employees
• 40% discount online off LEGO, and much more!

What will I do?
This role is back of house focusing on escalated phone calls, emails, admin and school bookings
Deal with escalated feedback and more complex enquiries via phone calls or emails
Perform admin tasks and school bookings when necessary, ensuring guest recovery is correctly audited
Ensure the team keep to our agreed SLA Response times, running reports on all systems when required
Provide a bespoke service to all guests and resolve feedback to the highest standard
Support Guest Experience Assistant Manager in host training, on the job coaching and team motivation

Shifts are normally 9am – 5pm, Monday-Friday

An ideal candidate would:

• Ability to self manage and use initiative to prioritise tasks
• Previous shift leader/ duty manager experience and / or motivating a team
• Strong Communicator
• Ability to drive initiatives, motivate and coach team members to achieve great results
• Confidence to challenge others when necessary
• Adaptable to given situations and circumstances which may arise
• To suggest and encourage ideas within the team to help the department operations improve
• Proficient IT skills in particular Microsoft Word and Excel
• Ability to learn systems and new processes quickly.

Details:
Location: Thorpe Park Resort, KT16 8PN
Hours: Full Time, 5 days per week
Pay: £10.00 per hour

Pay rates will be increased in April 2023 due to the National Minimum Wage Review.

PLEASE NOTE: We are holding an assessment day for this role on 6th January 2023. You must be available on this date to attend a face-to-face assessment at THORPE PARK Resort.

As part of the Merlin Entertainments family, we’re also aligned with Charities including The SEA LIFE Trust and Merlin’s Magic Wand Children’s Charity. This means your hard work goes towards supporting marine conservation projects like the Beluga Whale Sanctuary in Iceland and providing days out for children going through hardship. You can find out more here!
If successful through the application process, you will be invited for an interview. If you have any questions or if you require any assistance at the event, because of a disability or medical condition, please contact us by email at HumanResources@thorpe-park.co.uk and one of the team will get back to you as soon as possible.

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