operations specialist

Location (Country-County-City) UK-Surrey-Chertsey

Job Locations UK-Surrey-Chertsey

ID

Employment Type

Full-Time

Offer/Contract Type

No End Date

Location Name

Thorpe Park Resort

The Operations Specialist is responsible for maintaining and improving operational efficiency by managing systems, vendors, training materials, and compliance documentation while ensuring seamless support for technical, facilities, IT, and people-related issues. Reporting to the Head of Business Support, this role is pivotal in driving operational excellence across the resort.

Operational Standards:

• Maintain, review, and update Standard Operating Procedures (SOPs), Code of Safe Working Practices (CoSWPs), and Emergency Action Plans (EAPs) across the resort, ensuring consistency and compliance with operational goals.
• Facilitate weekly operational reviews, driving follow-through on related action items.
• Ensure data standards are maintained across the Resort to support accurate and detailed reporting on Resort performance.

Training & Compliance:

• Keep training content updated to reflect current standards and requirements.
• Lead the delivery of regular toolbox talks to operational teams to ensure the team remain informed of their responsibilities with regards to safety, operating processes and guest experience.
• Monitor legislative changes and ensure all documentation and procedures are updated accordingly.
• Spot check Resort activity to ensure the highest standards of operation are maintained.
• Work with Resort Operations teams to build action plans where there are opportunities for improvement.
• Lead the completion of safety related documentation such as risk assessments, safety spot checks, COSHH, and audits. Ensure appropriate follow-up actions are taken where required to mitigate risks and maintain the highest standards for safety.

Systems & Vendor Management:

• Oversee systems management to ensure operational integrity and efficiency.
• Manage relationships with janitorial vendors to maintain service quality and adherence to agreed standards.
• Order consumables as required to support uninterrupted operations.

Support Coordination:

• Serve as the point of escalation for technical, facilities, IT, and People team support, ensuring timely resolution of issues.
• Triage incoming, non-urgent support requests and prioritize them based on urgency and impact.

Health & Safety:

• 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.

• Proven experience in operational management, systems coordination, or a related field.
• Strong organizational skills with a keen attention to detail.
• Proficiency in system management tools and processes.
• Excellent communication and interpersonal skills, with the ability to collaborate across teams.
• Familiarity with regulatory requirements and compliance standards.

SKILLS AND COMPETENCIES

Operational Excellence: Design and implement processes that enhance operational efficiency and minimize delays or errors. Identify gaps in operational workflows and develop strategies for continuous improvement.

Attention to Detail: Maintain meticulous and organized records of flight hours, training materials, and vendor interactions. Verify accuracy across all systems and processes to uphold high operational standards.

Problem Solving: Address operational challenges proactively, using data-driven approaches. Support teams by resolving system and facilities-related issues effectively. Conduct root-cause analysis to address recurring operational issues and mitigate risks.

Collaboration: Work closely with internal teams and external vendors to achieve shared goals. Foster open communication to streamline operations and identify opportunities for improvement.

Adaptability: Quickly adapt to changes in operational requirements or unexpected challenges. Embrace and implement new technologies or methodologies to drive improvement.

Behaviours & Values

Aligned with Merlin's core values, the Operations Specialist is expected to:

Own Your Craft:

• Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both industry and the broader world to keep at the cutting edge of entertainment.

Go Together:

• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.
• Commit to decisions once made, and act swiftly to drive progress and deliver results.

Enjoy the Ride:

• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.

Drive & Discover:

• Take ownership of your work, delivering excellence by seeing tasks through to completion.
• Prioritise tasks that have the greatest impact, focusing on quality over quantity.
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation.

We Care:

• Go above and beyond for both guests and colleagues, showing thoughtfulness in every interaction.
• Uphold uncompromising standards of safety, security, and welfare, prioritising the well-being of everyone.
• Actively contribute to making a positive impact on the environment and local communities, demonstrating social responsibility in all decision

• A competitive annual salary
• 33 days holiday (including bank holidays)
• 'Enjoy the Ride' Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year's service
• Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

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.

Competitive