Customer Service Executive

Job Description

What you'll bring to the team

Fancy helping guests experience London from its most iconic perspective? At 135 metres above the city, the world-famous London Eye is the UK’s most popular paid visitor attraction, and we are looking for a Customer Service Executive to help keep every moment turning smoothly.

This is a pivotal role at the heart of the Eye experience. You will work closely with the Guest Excellence Manager to champion a warm, positive customer service culture, both on the attraction and across our digital touchpoints including email and social media.

You will be a calm and confident role model when handling guest feedback, responding to enquiries with care, clarity and professionalism. From celebrating memorable moments to resolving concerns, you will ensure every guest feels listened to, supported and valued.

Beyond day-to-day communication, you will monitor customer service standards through our mystery shop programme, sharing insights with department managers and recognising teams for their outstanding work. You will turn feedback into meaningful action, producing reports, analysing trends and helping shape action plans that continue to elevate the London Eye experience.

This is a full-time, permanent role. As the London Eye welcomes guests every day of the year, flexibility to work weekends and bank holidays is essential.

Qualifications & Experience

• Strong background in delivering exceptional customer experiences
• To be able to handle guest enquiries, complaints and feedback professionally
• Previous Experience of working within a busy guest facing environment, even better a visitor attraction!
• Excellent written and verbal skills and are used to working under pressure whilst facing a busy workload.
• Commitment to understanding and exceeding guest expectations by helping to deliver a premium experience

Benefits

• Monthly Bonus based on customer satisfaction
• 25% discount in our retail shops and restaurants
• 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Enjoy the Ride pass – giving you and 5 others a Merlin Annual Pass (Gold edition)
• X2 volunteer days a year
• Employee pricing up to 55% off cinema tickets

If you have any questions or if you require any assistance, 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 £28,447.29/Yr.