Guest Experience Administrator

Job Description

What you'll bring to the team

Lights on. Music up. Fame calling.

At Madame Tussauds London, every visit is a whirlwind of selfies, squeals, surprises and star power. One-minute guests are riding through movie magic, the next they’re brushing shoulders with global icons. No two visits are ever the same and that’s where you come in. As a Guest Experience Administrator, you’ll be at the heart of the guest journey, supporting visitors from pre visit through to post visit. Every interaction counts. If you love pop culture, thrive on fast paced energy and know how to turn moments into memories, step into the spotlight. The guest journey starts with you.

The role

• Responding to all forms of guest feedback via email, telephone, surveys and social media
• Delivering world class customer service across all channels and points of contact
• Acting as the voice of the guest, identifying issues and helping implement solutions to continuously improve the experience
• Managing guest messaging to ensure visitors have the information they need to book and enjoy their visit
• Liaising daily with Operations, the Contact Centre, IT and Finance to resolve guest issues efficiently
• Reporting on complaints, praise, issues and solutions within the attraction and to the central Product Excellence team
• Working in a front line, guest facing capacity when required to maintain excellent service across all touchpoints
• Supporting Operational and Retail teams with administrative tasks, including auditing paperwork for the Spirit of London ride, Marvel and Admissions areas

This is a full time, fixed-term role, contracted until January 2027. Madame Tussauds is open daily and so we do require a flexible attitude towards working hours as shifts will include weekends and bank holidays.

Qualifications & Experience

We think you’ll add some sparkle if you,

• Have previous experience in customer engagement or customer service roles
• Are confident using computer systems and managing multiple communication channels
• Communicate clearly and professionally, even when handling challenging feedback
• Enjoy working as part of a wider attraction team while also being comfortable working independently
• Have strong attention to detail and take pride in accurate logging and reporting
• Motivated to turn feedback into positive change and memorable guest experiences

We’re a close-knit team here at Madame Tussauds London, so we need team players that are happy to help others as well as working independently.

So, what are you waiting for? Come on in, it’s your time to shine!

Benefits

• 25% discount in our retail shops and restaurants
• 40% online LEGO discount,
• Access to an exclusive employee discount website
• Local benefits
• Merlin Magic Pass – allowing your friends and family free entry into our attractions globally!

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 £28,063.15/Yr.