Job Description

Operations Manager

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Location (Country-County-City) UK-West Midlands-BIRMINGHAM
Job Locations UK-West Midlands-BIRMINGHAM
ID
2025-9830
Employment Type
Full-Time
Offer/Contract Type
No End Date
Location Name
LEGOLAND Discovery Centre Birmingham

What you'll bring to the team

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We're looking for a passionate, customer-focused Operations Manager to champion and drive the guest experience throughout every stage of the journey.


Step into a world of creativity, where imagination runs wild and LEGO bricks build endless adventures! At LEGOLAND Discovery Centre Birmingham, you'll lead the way in delivering a truly world-class visitor experience inside what can only be described as a giant box of LEGO.


What You'll Do:

Lead and inspire the Guest Experience Team, ensuring every visitor is immersed in the playful world of LEGO. Oversee all front-line activities, from rides and attractions such as Kingdom Quest and the 4D cinema, to education workshops, VIP experiences and costume characters. Spend time walking the guest journey, monitoring feedback, reviews and customer insight to identify improvements. Create and execute both annual and tactical guest experience plans, driving KPIs and challenging teams to continuously improve. Champion health & safety across the attraction, maintaining robust risk assessments, SOPs and training frameworks. Lead on duty and crisis management procedures, taking your share of rostered responsibilities. Recruit, train and develop your immediate team through coaching, performance reviews and ongoing development opportunities. Work closely with other departmental leads to ensure a seamless, joined-up guest experience throughout the attraction.

This is a full-time permanent role, working any 5 days out of 7, including weekends and bank holidays as required.

Qualifications & Experience

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Guest-obsessed, with a genuine passion for delivering outstanding customer experiences. A proven operational leader, ideally from visitor attractions, theme parks, hotels, holiday parks, cruise ships, airlines, experiential retail or similar customer-focused industries. Confident in health & safety and operational procedures, with a track record of ensuring compliance and best practice. Quick-thinking and decisive under pressure, with strong problem-solving skills and a proactive approach. Full of ideas and initiative, with examples of how you've improved customer experience in past roles. A natural influencer, able to build collaborative relationships and drive results across multiple teams. Enthusiastic, positive and inspiring, someone who motivates others to match your guest-first energy.

Benefits

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25% discount in our retail shops and restaurants 40% off LEGO online Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year Enjoy the ride pass giving you and 5 others a Merlin annual pass. Discounted rates at Merlin hotels all over the world Employee pricing up to 55% off cinema tickets

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

Pay Range

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Compensation between GBP 30,000.00/Yr.-GBP 33,000.00/Yr.