Guest Experience Team Leader

£21,500 yearly
  • The York Dungeon
  • York Dungeon, Clifford Street, York, UK
  • May 04, 2022
Full time Customer Service Management Retail

Job Description

OI PEASANTS! WE’RE RECRUITING… Fancy a leading role and being responsible for outrageous behaviour in order to build an inhospitable and gruesome environment?

Working here feels pretty unique, but also cold, dark and foul-smelling! Therefore, we’re looking for someone who is highly motivated to work in this distinctively thrilling attraction that will take you back to York’s darkest history.

You will need

  • You will be 18+ due to the potential for serving drinks for our ‘orrible events & occasional tavern dwelling
  • The ability to self-manage and use initiative to prioritise tasks, whilst remaining calm under pressure
  • Previous Team Leader/Duty Management experience (desirable)
  • Strong communication skills and can build solid working relationships and rapport with our guests and staff
  • The ability to drive commercial and sales initiatives, plus empowering and mentoring team members to achieve excellent results
  • Confidence to take care of any day to day problems/complaints being able to resolve issues quickly and efficiently

In this thrillingly diverse and outstanding role you be responsible for the smooth and efficient management of the Dungeons hosts to ensure the highest quality visit for all visiting peasants. You’ll find appropriate ways to incorporate and consistently deliver our scary fun brand throughout all areas of the visitor journey whilst maintaining excellence in the guest experience and safe working practices.

You’ll support the Guest Experience Manager with the daily running of the department. This means supporting with morning briefs, coordinating the team during the day, conducting departmental open and close procedures, and taking the lead with operational problems, guest complaints and finding solutions to getting things back on track.

This is a full-time permanent role. Working any 5 days from 7 this will also include working a regular fair share of weekends and bank holidays as required.

To the wrong candidate, this could be the worst job imaginable. To the right candidate, one who displays traits of repulsiveness, who revels in being unruly, and who has a penchant for the dark side of life – this could be the best job in the world.

What’s in it for you, you ask?

Alongside helping to bring York’s darkest historic events back to life, you’ll also receive:

  • A salary of £21,500 per annum
  • 40% off LEGO online and 25% discount in our retail shops and restaurants
  • Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
  • O2 discount
  • Employee pricing up to 55% off cinema tickets

The cell doors are open and ready to welcome you...

Everyone Matters at Merlin.
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.

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at and one of the team will get back to you as soon as possible.