Contact Centre Advisor

What you'll bring to the team

Location: Thorpe Park - Merlin Technical Hub. The role will be a hybrid working model, following successful probation period and subject to performance metrics.

Hours: Full Time - Guaranteed hours 30 per week between 08.00 - 22.00. 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.

Contract Type: Full time, Fixed term, until 27.11.2026

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

In this contact centre role, you’ll be answering incoming guest enquiries, feedback, live chats, review sites, and telephone calls, aligned with our brand tone. Working towards key performance targets (KPIs), you will deliver outstanding levels of customer service, helping to create memorable customer experiences.

This role is ideal for candidates with contact centre, customer service, call centre, hospitality, retail, reservations or guest services experience who enjoy supporting customers, handling enquiries and resolving issues across multiple communication channels.

Key Responsibilities

• Respond to guest and customer enquiries via phone, email, and live chat promptly and courteously, aligned with our brand tone.
• Provide detailed information about products, services and attractions, addressing customer questions, queries and concerns to deliver an excellent customer experience.
• Resolve customer feedback, complaints and enquiries efficiently, ensuring a positive outcome and maintaining high levels of guest satisfaction.
• Participate in training sessions to stay updated on product knowledge, customer service best practices and contact centre processes.
• Gain an excellent knowledge of products and attractions to answer queries and questions confidently, becoming a subject matter expert.
• Adhere to the daily plan regarding which contact channel you are supporting at each interval during the day, delivering a consistent multi-channel customer service experience.
• Log information from all customer contacts received, file correspondence/data where required, and maintain detailed and accurate customer records.
• Meet personal and team key performance targets (KPIs), maintaining high standards of customer service, quality and productivity.
• Ensure data protection, GDPR and company requirements are adhered to when handling customer information and personal data.

#customerservicejob #customerservice

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.