Zonal Controller

Location: Chessington World of Adventures Resort, Surrey, KT9 2NE

Contract Type: Permanent, Salaried

Hours: 4 on 2 off shift pattern, rota includes earlies, mids and late shifts (earlies 7:15am start, lates up to 7pm finish) across a 7-day rota which includes weekends and bank holidays

We are recruiting for a Zonal Controller to join our AWESOME Operations and Planning team!

The Zonal Controller is a central point of contact for all operational activity within a designated zone of the park. You will monitor performance in real time, triage operational requests, and ensure clear and effective communication across teams.

Using live and daily data, you will support the Zonal Operations Managers by providing in-the-moment insight on guest numbers, queue times, ride availability, and overall zone performance to help deliver an outstanding guest experience. You will track the performance of rides, units, and amenities, using data to influence resourcing decisions and escalation where required.

You will coordinate the deployment of resources such as engineers, cleaners, and specialist support to maintain service and safety standards. The role also includes monitoring digital systems and dashboards, answering phones, and responding to operational requests including guest complaints, refunds, and ride shutdowns, while providing accurate reporting to support operational planning and improvements.

• Flexible and adaptable, able to respond to changing priorities and shift patterns.
• Highly detail-oriented with a data-driven approach to monitoring performance and supporting improvement.
• Maintains accurate records and ensures processes comply with company standards.
• Builds strong working relationships and promotes effective cross-team collaboration.
• Excellent communication skills, confident engaging with staff, guests, and stakeholders.
• Uses data to inform decisions, improve service, and optimise resources.
• Strong operational awareness with the ability to identify issues, implement improvements, and resolve problems quickly.
• Comfortable with working a 4 on 2 off shift pattern, with a mixture of early, mid and late shifts (rostered).

• 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.