The Customer Experience Coach will lead a team of Contact Center Advisors, ensuring they deliver exceptional customer service and meet sales and performance targets. They will be responsible for overseeing daily operations, coaching team members, and implementing strategies to enhance productivity and guest satisfaction.

• Team Leadership: Provide direction and support to Contact Center advisors, fostering a positive and productive work environment. Lead by example to motivate the team and address performance issues constructively.
• Training and Coaching: Conduct training sessions and provide on-the-job coaching to ensure team members are knowledgeable, confident, and engaged. Mentor new hires and support continuous development.
• Performance Management: Monitor and evaluate individual and team performance through regular feedback, coaching, and performance reviews. Implement improvement plans when necessary.
• Quality Assurance: Monitor the quality of all customer interactions across multiple channels, including phone calls, emails, live chats, and social media platforms.  Ensure adherence to established communication protocols, tone, and customer service standards for each channel. Address quality issues promptly and effectively.
• Customer Support and Escalation: Ensure all guest interactions are handled professionally and efficiently. Act as an escalation point for complex or unresolved guest issues, ensuring timely and satisfactory resolution.
• Daily Operations Oversight: Oversee daily Contact Center operations, ensuring compliance with company policies, procedures, and service level agreements (SLAs).
• Workforce Management: Assist in managing staffing levels, scheduling, and workflow optimization to meet operational demands and maintain service quality.
• Communication: Hold meaningful, informative, and inspiring daily briefings. Maintain open lines of communication with team members, management, and other departments.
• Reporting and Analysis: Track and analyze key performance indicators (KPIs), identify trends, and report on team performance to inform decision-making and strategy.
• Motivation and Engagement: Develop and implement strategies to keep the team motivated, engaged, and aligned with company goals. Recognize and reward achievements.
• Compliance: Ensure team adherence to company policies, procedures, and industry regulations, maintaining a high standard of ethical and professional conduct.
• Product Knowledge: Gain and maintain excellent knowledge of products and attractions serviced by the team to support accurate and effective customer interactions.

• Natural leadership abilities to guide and inspire a team towards achieving common goals.
• Clear and effective communication skills, both verbal and written, to interact with team members and customers.
• Flexibility to adapt to changing situations and handle unexpected challenges.
• Proficiency in using Contact Center software, and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Ability to work collaboratively with a diverse team and contribute to a positive work environment.
• A proven track record of achieving objectives and sales targets within a fast-changing Contact Center environment.
• 1-2 years of experience in a Contact Center or similar customer-facing environment.

Health & Safety

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.