Job Information
LEGOLAND Contact Centre Operational Planner in Chessington, United Kingdom
What you'll bring to the team
Contact Centre Operational Planner
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 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
Submit a Referral (https://careers-uk-merlinentertainments.icims.com/jobs/12101/contact-centre-operational-planner/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 2026-12101
Employment Type Full-Time
Offer/Contract Type No End Date
Location Name Chessington World of Adventures Resort