Zonal Operations Lead - Team Phantom (Fixed Term Contract)

KEY RESPONSIBILITIES

• Conduct regular training sessions and performance reviews to help staff grow and improve.
• Lead and coach frontline staff to meet operational standards and deliver exceptional guest service.
• Monitor cleanliness, presentation, and safety across rides, shops, and other areas.
• Ensure efficient operation of all daily tasks within the unit, from ride management to guest services.
• Serve as the first point of escalation for guest complaints, refunds, or operational disruptions.
• Manage key holder duties, including opening and closing the unit and completing checklists.
• Maintain high levels of guest engagement and ensure service standards are consistently met.
• Address guest feedback and continuously seek ways to improve service delivery.

Park Operations / Rides

Retail

Guest Excellence

Accommodation

Health & Safety

Experience and qualifications

• The ideal candidate will have previous experience in a customer-facing role, preferably within a theme park or similar environment. A strong focus on teamwork, reliability, and a positive attitude is essential. The Frontline Lead should be a trusted advisor, capable of guiding and supporting colleagues with a hands-on approach. While prior leadership experience is beneficial, this role is focused on being a dependable team player who can lead by example and ensure smooth day-to-day operations. You will demonstrate adaptability and flexibility: Being open to adjusting or changing priorities and taking on ad hoc responsibilities as needed, while being willing to support the business with alternative shifts or varying working hours as required.
• 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!
• Pro rata holiday allowance based on 28 days full time equivalent
• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Ongoing training & development
• GBP £13.50/Hr.