Contact Centre Advisor

Job Description

What you'll bring to the team

ROLE SUMMARY

As a Contact Centre Advisor, you’ll be answering incoming guest enquiries, feedback and requests to make bookings via e-mails, chats, social media, and telephone calls. Working towards key performance targets, you will deliver outstanding levels of customer service, helping to create memorable experiences for our customers.

KEY RESPONSIBILITIES

• Respond to guest enquiries via phone, email, live chat, and social media promptly and courteously aligned with our brand tone.
• Provide detailed information about products and services, addressing any questions or concerns customers may have.
• Resolve customer feedback efficiently, ensuring a positive outcome and maintaining guest satisfaction.
• Participate in training sessions to stay updated on product knowledge and customer service best practices.
• Gain an excellent knowledge of products and attractions to answer queries and questions becoming a subject matter expert.
• Adhere to daily plan regarding which contact channel you are supporting at each interval during the day.
• Log information from all contacts received, file correspondence/data where required and maintain detailed and accurate records.
• Place customer orders via the dedicated booking system.
• Meet personal and team key performance targets.
• Ensure data protection and GDPR requirements are adhered to.

Qualifications & Experience

• Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
• A well-organized person who manages time effectively and easily adapts to shifting priorities and requirements.
• Proficiency in using Contact Centre software, and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Works well in a team environment, communicating clearly and contributing positively to team goals and objectives.
• Customer service experience; contact centre preferred but not required
• Must to be available to work 5 days out of 7 including weekends and bank holidays. One of the working days must be a Saturday or Sunday.

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.

BEHAVIOURSA Merlin job is like no other. Our values—Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care—guide the behaviours that set us apart. By living these values, we bring joy, create connections, and make lasting memories for our guests, while fostering a positive and supportive environment where everyone can thrive.

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 the 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 decisions.

Benefits

• A competitive hourly rate
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel
• 25% discount in our on-site retail shops and restaurants
• 40% discount on Lego
• Merlin Magic Pass - 20 free tickets for you, your family, and friends to enjoy all our Merlin Attractions across the world
• Ongoing training and development opportunities

Pay Range

From GBP £12.80/Hr.