Contact Centre Experience Executive

Bring joy, create connections, and make memories, while shaping the technology and insights that power unforgettable guest experiences as a Contact Centre Experience Executive!

You will sit at the heart of our operation, keeping our digital contact channels running smoothly and ensuring our advisors have the tools and data they need to shine. In this role, you will champion our contact centre platforms, working closely with system suppliers, operational teams and stakeholders. You’ll turn data into meaningful insights so if you love technology, problem‑solving...keep reading!

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.

• 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

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.