Customer Services Team Leader - Guildford
What you'll bring to the team:
Location: Chessington World of Adventures Resort, Leatherhead Road, Chessington, Surrey KT9 2NEHours: Fixed term contract to November 2025. Full time hours across weekdays and weekends
Advert closing date: Tuesday 20th May 2025
Please note we reserve the right to close applications early if we receive a high volume of quality applications. We would therefore recommend that you submit your application as soon as possible.
COME & JOIN BRITAINS WILDEST ADVENTURE!
Here at Chessington World of Adventures the 2025 Season is in full swing and we are looking for a Customer Services Team Leader to join 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.
As a leader and coach, you'll guide the team to deliver excellent guest service across all communication channels, stepping in as a point of escalation for any queries. You'll track team performance against customer satisfaction goals and KPIs, offering daily feedback to maintain high standards.Additionally, you'll analyse guest feedback trends and develop action plans to drive continuous improvement.
This is a seasonal role
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 £12.58
- 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 £12.58/Hr.