[ref. t251702] Customer Services Team Leader (FTC) - Guildford

What you'll bring to the team:

In this role, you'll lead a team of Customer Services Hosts, ensuring every guest interaction, whether through call, email, live chat, or other channels, exceeds expectations. You'll be a key player in driving outstanding service while staying true to our Merlin Values.

Additionally, you'll analyse guest feedback trends and develop action plans to drive continuous improvement.

This is a fixed term role until February 2026

Qualifications & Experience:

• Previous experience in a customer service role is preferred
• Strong written and verbal communication skills
• Excellent time management, with the ability to prioritise
• Familiarity with systems such as Accesso, Avius, and Call Centre platforms
• Proficient in computer usage, with a particular focus on Microsoft Excel
• A genuine passion for providing outstanding guest service
• The ability to motivate, inspire, and lead a team, ensuring performance exceeds expectations
• Exceptional communication skills, with the ability to manage escalations and resolve issues efficiently

Benefits:

• An hourly rate of £11.81
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants and travel
• Ongoing training and development opportunities
• Plus, many more…

Pay Range: GBP £11.81/Hr.