At a Glance
- Tasks: Answer guest enquiries and provide outstanding customer service across various channels.
- Company: Join the exciting team at Alton Towers Resort, part of Merlin Entertainment.
- Benefits: Enjoy 20 free tickets, discounts, fortnightly pay, and ongoing training.
- Other info: Flexible hours with opportunities for career growth in a fun environment.
- Why this job: Create memorable experiences for guests while developing your customer service skills.
- Qualifications: Excellent communication skills and a passion for helping others.
The predicted salary is between 26778 - 26778 € per year.
Location: Alton Towers Resort
Hours: Guaranteed hours between 08.00 - 22.00. Candidates must 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: Fixed term, until 27.11.2026
Due to the nature of the role, we can only accept applicants who are 18 and over.
As a Contact Centre Advisor, you’ll be answering incoming guest enquiries, feedback and requests to make bookings via e-mails, chats, social media, and telephone calls aligned with our brand tone. Working towards key performance targets, you will deliver outstanding levels of customer service, helping to create memorable experiences for our customers.
Responsibilities:
- Provide effective and efficient answers to guest enquiries.
- Identify guests’ needs, clarify information, research every issue, and provide solutions.
- Keep guest satisfaction and guest obsession at the core of every decision and behaviour.
- Gain an excellent knowledge of products and attractions to answer queries and questions so you are a subject matter expert.
- Resolve guest complaints as a first point of contact, upholding the UK resolution matrix to ensure the consistency of guest recovery offered to any of our guests.
- Adhere to daily plan regarding communication guest channel you are supporting at each interval during the day.
- Ensure data protection and GDPR requirements are adhered to.
- Ensuring guest feedback is adequately and effectively categorised to ensure feedback can be passed on.
- Meet personal and team key performance targets.
Qualifications & Experience:
- Excellent interpersonal skills with a polite, eloquent, and outgoing demeanour.
- Proficiency in using Contact Centres 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!
- Fortnightly pay.
- Free staff parking.
- Ongoing training & development to have a long-term career in Merlin.
- Access to Perks at Work which offers 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: From GBP £12.80/Hr.
Contact Centre Advisor in Alton employer: Alton Towers Resort
At Alton Towers Resort, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises guest satisfaction and employee development. As a Contact Centre Advisor, you'll enjoy guaranteed hours, competitive pay, and a range of benefits including the Merlin Magic Pass for free access to attractions, discounts, and ongoing training opportunities to help you grow your career in a fun and dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Advisor in Alton
✨Tip Number 1
Get to know the company inside out! Research Alton Towers Resort and its values. This way, when you chat with them, you can show that you're not just another candidate but someone who genuinely cares about their brand and what they stand for.
✨Tip Number 2
Practice your customer service skills! Role-play common scenarios you might face as a Contact Centre Advisor. The more comfortable you are with handling enquiries and complaints, the better you'll perform during interviews or assessments.
✨Tip Number 3
Be ready to showcase your personality! They’re looking for someone with an outgoing demeanour, so don’t be afraid to let your charm shine through. A friendly attitude can make all the difference in a customer service role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the team at Alton Towers Resort.
We think you need these skills to ace Contact Centre Advisor in Alton
Some tips for your application 🫡
Show Your Personality:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to be a bit informal and friendly. Remember, as a Contact Centre Advisor, you'll be engaging with guests, so showing your interpersonal skills right from the start is key.
Tailor Your Application:Make sure to tailor your application to the job description. Highlight your customer service experience and any relevant skills that match what we’re looking for. This shows us that you’ve done your homework and are genuinely interested in the role.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to make your skills and experiences stand out. Remember, clarity is crucial in a contact centre role!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the information you need about the role and our company there. We can’t wait to hear from you!
How to prepare for a job interview at Alton Towers Resort
✨Know Your Stuff
Familiarise yourself with the attractions and services offered by the company. Being able to answer questions about their offerings will show that you're genuinely interested and prepared, which is key for a Contact Centre Advisor role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you’ve provided excellent customer service. Think of situations where you resolved complaints or went above and beyond for a customer, as this will demonstrate your ability to handle guest enquiries effectively.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. This will not only help you provide better answers but also show that you value communication, which is crucial in a contact centre environment.
✨Be Ready for Role-Play Scenarios
Expect to engage in role-play during the interview, simulating a guest interaction. Practising how to handle various guest scenarios can help you feel more confident and showcase your problem-solving skills on the spot.
