Guest Excellence Manager

Job Description

What you'll bring to the team

Step into a role where you shape how the world experiences London, from the heart of one of its most iconic landmarks, the London Eye.

We’re recruiting a Guest Excellence Manager (permanent, full-time) to lead our approach to guest experience, accessibility and service recovery. Based at the London Eye, you’ll guide how millions of guests connect with the city each year, before they arrive, while they take in the skyline and long after they leave.

Working with the Senior Admissions and River Manager, you’ll lead the Customer Services team while acting as our Accessibility and #GUESTOBSESSION champion. You’ll set the tone for how we listen, respond and elevate every moment.

This is primarily an office-based role, but great experiences are not built from behind a desk. Step onto the front line when it matters. Take ownership of complex and high-profile guest cases, bringing clarity, confidence and care when it counts most.

Turn insight into action. Analyse feedback across every channel, from surveys to reviews, and use it to improve the guest journey both online and on site. Lead projects and refine processes that raise standards and simplify how we deliver exceptional experiences.

This is a permanent role working full time, Monday to Friday, with 1 weekend in 3. Flexibility is essential.

Main Responsibilities

• Lead the Customer Service team, ensuring every guest interaction is handled with care, clarity and pace
• Own guest experience reporting, shaping insight for both attraction and group leadership
• Improve the guest journey end to end, online and on site, removing friction and adding moments that matter
• Take charge of high-profile complaints, crafting responses that rebuild confidence and reflect our brand
• Champion accessibility, building inclusive experiences through better communication, training and processes
• Drive projects and process improvements that raise standards across the attraction
• Report on feedback trends, from complaints to praise, and turn insight into action with the Product Excellence team

Qualifications & Experience

You’ll thrive in this role if you:

• Are a customer service specialist who sets the tone for others to follow
• Lead people with clarity and intent, from recruitment through to development and performance
• Stay calm under pressure and bring sharp attention to detail when it matters most
• Take ownership when challenges arise, seeing problems as opportunities to improve
• Lead from the front, creating an environment where teams feel supported and empowered to deliver their best

Benefits

• 40% discount off LEGO® sets and products on the online LEGO Store!
• Merlin Magic Pass: 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!)
• X2 volunteer days per year
• Staff discount codes for Merlin Annual Passes to gift to loved ones!
• Employee assistance programme
• 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

Competitive