**What you'll bring to the team** At Merlin Entertainments, we’re dedicated to creating unforgettable experiences for millions of guests across the globe – from Alton Towers Resort and LEGOLAND® to SEA LIFE and Madame Tussauds. Behind every magical moment is a team of people committed to delivering world-class guest service, and now we’re looking for an inspiring **UK Short Breaks Team Leader** to join our Guest Excellence function at Chessington World of Adventures Resort. **What you’ll be doing** As the **UK Short Breaks Team Leader** , you’ll play a key role in ensuring our guests receive exceptional service across every touchpoint – telephone, email, live chat, and social media. Leading a team of up to 20 Guest Excellence Advisors, you’ll: + Motivate, coach, and develop your team to deliver outstanding service and achieve KPI and sales targets. + Lead daily team huddles, inspiring your team to provide magical experiences for every guest. + Monitor service quality, providing constructive feedback and championing great performance. + Act as an escalation point for complex guest complaints, resolving issues with professionalism and empathy. + Support recruitment, onboarding, and training to build a high-performing, customer-obsessed team. + Deliver performance reviews and development plans, driving individual and team progression. + Collaborate with the UK Short Breaks Manager and Learning & Development Co-ordinator to align team performance with wider business goals. **Qualifications & Experience** + Strong leadership skills with the ability to inspire, coach, and develop individuals. + Experience achieving sales and service targets within a Contact Centre (or similar). + Knowledge of customer service performance metrics and KPIs. + Confidence in managing escalated complaints and making effective decisions under pressure. + Excellent communication skills, with the ability to influence and motivate across all levels. + Strong organisational and time-management skills, with a proactive and adaptable approach. + Experience with tools such as NICE inContact, Avius, YEXT, and ZenDesk (desirable). **Benefits** We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here). Benefits include Pension, Life Assurance, discretionary company bonus, 28 days’ holiday including bank holidays, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, an Enjoy the Ride pass which entitles you and 5 loved ones unlimited entry into your regional attractions, 25% discount in our retail shops and restaurants and 40% discount on LEGO, plus lots more! **Pay Range** GBP £27,000.00/Yr. Submit a Referral (https://careers-uk-merlinentertainments.icims.com/jobs/9621/uk-short-breaks-team-leader/job?mode=apply&apply=yes&in\_iframe=1&hashed=-1834381883) 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. **Location (Country-County-City)** _UK-Surrey-Chessington_ **Job Locations** _UK-Surrey-Chessington_ **ID** _2025-9621_ **Employment Type** _Full-Time_ **Offer/Contract Type** _No End Date_ **Location Name** _Chessington World of Adventures Resort_