Contact Centre Advisor

Job Description

What you'll bring to the team

Location: Thorpe Park - Merlin Technical Hub

Hours: Guaranteed hours between 08.00 - 22.00. Must to be available to work 3 or 5 days out of 7 including weekends and bank holidays. One of the working days must be a Saturday or Sunday.

Contract Type: Fixed term, until 27.11.2026

Due to the nature of the role, we can only accept applicants who are 18 and over

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 aligned with our brand tone. Working towards key performance targets, you will deliver outstanding levels of customer service, helping to create memorable experiences for our customers.

Responsibilities:

• Provide effective and efficient answers to guest enquiries.
• Identify guests’ needs, clarify information, research every issue, and provide solutions.
• Keep guest satisfaction and guest obsession at the core of every decision and behaviour.
• Gain an excellent knowledge of products and attractions to answer queries and questions so you are a subject matter expert.
• Resolve guest complaints as a first point of contact. Upholding the UK resolution matrix to ensure the consistency of guest recovery offered to any of our guests.
• Adhere to daily plan regarding communication guest channel you are supporting at each interval during the day.
• Ensure data protection and GDPR requirements are adhered to.
• Ensuring guest feedback is adequately and effectively categorised to ensure feedback can be passed on.
• Meet personal and team key performance targets.

Qualifications & Experience

• Excellent interpersonal skills with a polite, eloquent, and out-going demeanour
• Proficiency in using Contact Centre software, and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• The confidence and ability to engage with colleagues across our business and with our guests.
• Experience of working within a customer service environment (contact centre preferred but not essential)
• The ability to work in a fast-paced industry.
• The ability to pick up new systems quickly and easily.

Benefits

• 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 our retail shops and restaurants
• 40% discount online off LEGO, and much more!
• Free bus from Staines station for all employees
• Fortnightly pay
• Free staff parking
• Ongoing training & development to have a longer-term career in Merlin
• Access to Perks at Work which 30,000+ national & local employee discounts

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.

Pay Range

GBP £12.80/Hr.