Zonal Operations Lead - Team Phantom (Fixed Term Contract)
Added 12 Oct · still live
Ineligible
Going rate
Occupation not currently eligible
This role may not meet Skilled Worker requirements
SOC 9267 is not currently on the eligible-occupation list, so a Skilled Worker visa is unlikely here. Check the occupation eligibility rules and confirm with the employer.
This could also be SOC 7220 (Customer service supervisors) or SOC 6211 (Sports and leisure assistants). We read the code off the advert, so it is our best guess, not the employer's.
About the role
Location: Chessington World of Adventures
Hours: Full time
Contract Type: Fixed Term until November 2027
The Frontline Lead is a critical position within the operations, responsible for on the job supervision, guiding, and supporting a team of frontline guest-facing employees. The role is designed to be a trusted position with a focus on ensuring operational excellence and delivering outstanding guest experiences. This individual will provide leadership and coaching to frontline staff operating rides, overseeing retail outlets, and ensuring the cleanliness and safety of the park, all while maintaining a strong focus on teamwork and service quality. The Frontline Lead will be the first point of escalation for any operational issues, colleague support, or guest-related concerns and will work closely with the Zonal Manager to maintain a high standard of performance across the unit.
Key Responsibilities
Hours: Full time
Contract Type: Fixed Term until November 2027
The Frontline Lead is a critical position within the operations, responsible for on the job supervision, guiding, and supporting a team of frontline guest-facing employees. The role is designed to be a trusted position with a focus on ensuring operational excellence and delivering outstanding guest experiences. This individual will provide leadership and coaching to frontline staff operating rides, overseeing retail outlets, and ensuring the cleanliness and safety of the park, all while maintaining a strong focus on teamwork and service quality. The Frontline Lead will be the first point of escalation for any operational issues, colleague support, or guest-related concerns and will work closely with the Zonal Manager to maintain a high standard of performance across the unit.
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.
- Operate rides alongside the team, ensuring safe and smooth operations.
- Provide real-time coaching to team members, offering feedback and further training as needed.
Advertisement
- Work on the shop floor, assisting with product sales and customer service.
- Steer team members by providing on-the-spot guidance and feedback to improve performance.
- Help maintain a clean, organized retail environment and resolve any customer concerns promptly.
- Ensure guest queries are handled efficiently and team members are providing top-tier service.
- Monitor guest satisfaction and address areas for improvement.
- Assist with check-in/check-out processes and address guest concerns regarding accommodation.
- Provide guidance to colleagues in maintaining cleanliness and ensuring rooms meet park standards.
- Offer support to colleagues as needed to maintain high service levels.
- 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.
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.
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!
- 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.
This description is the source posting as it read when we added it. We are not affiliated with Merlin Entertainments, so check their own site for the current details.
Where this offer sits in the market
Leisure and theme park attendants (SOC 9267) · UK · ONS ASHE 2025 · basic pay · ~9k in sampleSOC 9267
- Middle half £22,464–28,964
- Median £26,260
Similar sponsored roles
See all UK visa jobsNo close matches live right now.
Browse more sponsored jobs at Merlin EntertainmentsAbout sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. Merlin Entertainments holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
Skilled Worker roles must clear both the general salary threshold and the occupation-specific going rate. See our occupation eligibility guide for the current figures.