Contact Centre Experience Executive

Description:

The Contact Centre Experience Executive will become the go‑to expert for our contact centre technologies, from IVRs and ticketing platforms to chatbots and knowledge bases. You will keep our systems running efficiently, seek improvements, and partner with suppliers to resolve issues and enhance performance.

You will track channel performance and key contact centre metrics, transform multiple data sets into actionable insights by uncovering underlying trends and patterns, and then use effectively storytelling to guide stakeholders toward informed, data-driven decisions. Your work will directly shape how we support our guests and how our advisors deliver great service.

The Contact Centre Experience Executive will design and maintain IVR flows, manage operational scheduling and routing, and ensure our knowledge base stays accurate across multiple attractions. With a blend of tech know‑how and operational insight, you’ll influence how we evolve our customer contact experience.

Qualifications & Experience
 

• Experience in a contact centre or customer service administrative role is essential
• Strong verbal and written communication skills
• Excellent organisational and time‑management abilities
• Proficiency with contact centre software, CRM systems, and Microsoft Office (Word, Excel, Outlook, PowerPoint)
• High attention to detail and accuracy in data and record‑keeping
• Ability to collaborate effectively within diverse teams
• Comfortable analysing data to support operational decision‑making
   

Benefits
 

• 40% discount off LEGO® sets and products on the online LEGO Store!
• 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 Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!
• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Ongoing training & development