UK Short Breaks Call Centre Advisor

Job Description

What you'll bring to the team

UK Short Breaks Call Centre Advisor

Location: Chessington World of Adventures, Surrey KT9 2NE

Contract Type: Seasonal

We are recruiting for UK Short Breaks Call Centre Advisors to join our AWESOME Guest Experience Team!

As a UK Short Breaks Call Centre Advisor, you will be the friendly first point of contact for guests looking to plan magical stays across Merlin attractions. You’ll respond to enquiries via phone, email, and live chat, offering clear, accurate information and ensuring every guest feels valued and supported throughout their journey. Using our dedicated booking system, you’ll manage reservations efficiently while making the booking experience smooth and enjoyable.

A key part of your role will be identifying opportunities to enhance each guest’s stay by recommending additional products and services. You’ll work confidently toward sales targets, always ensuring your approach remains guest‑focused and aligned with our commitment to exceptional service.

Collaboration is central to the way we work. You’ll partner closely with your teammates to achieve shared goals, contributing ideas, sharing insights, and supporting continuous improvement across the team. To deliver the best possible experience, you’ll also build strong knowledge of our attractions, promotions, and short breaks offerings, keeping up to date with new developments. From time to time, you’ll take on additional tasks to support the contact centre’s wider operations. Above all, you will play an important role in creating memorable experiences for every guest you interact with, bringing positivity, professionalism, and care to each conversation.

Qualifications & Experience

• Previous experience in a customer service, contact centre, or hospitality environment is essential
• Proven ability to manage guest enquiries, resolve issues, and deliver effective solutions is essential
• A track record of meeting or exceeding sales and performance targets is advantageous
• Strong written and verbal communication skills
• Passionate about delivering outstanding guest experiences
• Confidence in identifying upselling opportunities in a professional, guest‑focused way
• Strong organisational skills, with the ability to multitask and prioritise in a fast‑paced environment
• High attention to detail when processing bookings and handling guest information
• A collaborative mindset and willingness to contribute positively to team success
• Ability to remain calm, composed, and professional under pressure

Benefits

• 40% discount off LEGO® sets and products on the online LEGO Store!

• 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 Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!

• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Ongoing training & development

About Merlin

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

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 £12.30/Hr.