At a Glance
- Tasks: Shape the future of our contact centres with data-driven planning and scheduling.
- Company: Join Merlin, a global leader in fun and unforgettable experiences.
- Benefits: Enjoy discounts on LEGO, free attraction tickets, and ongoing training.
- Other info: Flexible hybrid working after training and opportunities for career growth.
- Why this job: Be at the heart of operational impact while working in a vibrant environment.
- Qualifications: Strong analytical skills and experience in resource forecasting are essential.
The predicted salary is between 47250 - 57750 £ per year.
What you'll bring to the team:
Location: Any of the UK contact centre locations - Chessington World of Adventures, Merlin Technical Hub, Alton Towers (hybrid working is available after training period complete)
Contract Type: Permanent, salaried
Hours: 37.5 hours per week on a rotational basis, with shifts between 8am - 10pm, any 5 days out of 7 including weekends and bank holidays.
Be part of a team that brings joy, creates connections, and makes memories! As our Contact Centre Operational Planner, you will play a vital role in shaping how our contact centres run every day. You will be the engine behind our workforce planning, ensuring the right people, with the right skills, are in the right place at the right time. In this pivotal role, you will blend analytics, forecasting, and collaboration to build efficient schedules, optimise staffing levels, and ensure our operations run smoothly. If you love turning data into smart decisions and enjoy being at the centre of operational impact, this is the role for you!
The Contact Centre Operational Planner will work closely with senior managers to optimise labour allocation, manage rotas and holiday planning, and support a flexible, multiskilled workforce. Your role will evolve with the business, continuously improving our processes, embracing new technology, and finding smarter ways to plan for the future. From building dashboards to presenting strategic recommendations, you will help shape decisions at every level. Your insights will drive operational efficiency, financial effectiveness, and service quality across multiple contact centre locations.
Qualifications & Experience:
- Strong analytical and problem-solving skills, with excellent attention to detail
- 1-2 years' proven experience in resource forecasting and planning in a B2C environment
- Solid understanding of multi-channel customer demand and operational drivers
- Ability to interpret complex data and turn it into actionable planning decisions
- Skilled at presenting workforce strategies and insights to senior stakeholders
- Confident communicator, both verbal and written, able to explain new concepts clearly
- Strong relationship-building skills across teams and departments
- Flexible, creative thinker who's open to new approaches and continuous improvement
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 offers 30,000+ national & local employee discounts
- Ongoing training & development
About Merlin: 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.
If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.
Pay Range: Competitive
Contact Centre Operational Planner employer: Chessington
At Chessington World of Adventures Resort, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and creativity. Our team members enjoy comprehensive benefits, including opportunities for professional development and growth within the exciting world of theme parks and attractions. Located in a unique environment, employees can experience the thrill of working in a dynamic setting while contributing to memorable guest experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Operational Planner
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chessington. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Chessington before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Operational Planner
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Chessington:Your cover letter is your chance to shine! Tell us why you want to work at Chessington specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Chessington!
How to prepare for a job interview at Chessington
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
