At a Glance
- Tasks: Manage guest feedback and resolve issues through various communication channels.
- Company: Join the exciting team at Alton Towers Resort, part of Merlin Entertainment.
- Benefits: Enjoy 20 free tickets, discounts, and ongoing training for career growth.
- Other info: Full-time role with guaranteed hours and opportunities for personal development.
- Why this job: Make a real difference in guest experiences while working in a fun environment.
- Qualifications: Strong communication skills and previous customer service experience required.
The predicted salary is between 12.8 - 12.8 £ per hour.
Location: Alton Towers Resort, Staffordshire, ST10 4DB
Hours: Full Time - Guaranteed hours 30 per week between 08.00 - 22.00. 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: Full time, 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 Feedback Advisor you will be focusing on guest feedback through e-mails, social media, and review sites. Focusing on resolving issues effectively and empathetically, you will work towards key performance targets while delivering exceptional customer service. The role requires excellent communication skills, emotional intelligence, strong written capabilities and a commitment to delivering outstanding customer service.
Responsibilities- Manage guest feedback received via email, social media, online review platforms and written correspondence including high-profile and complex cases.
- Investigate feedback accurately by reviewing booking information, attraction policies, operational reports, guest feedback and liaising with internal stakeholders and site teams.
- Provide professional, empathetic, and solution-oriented responses within agreed service level agreements aligned with our brand tone.
- Resolve feedback in line with our guest experience standards through written and verbal communication channels.
- Gain an excellent knowledge of products and attractions, becoming a subject matter expert.
- Log information from all contacts received, file correspondence/data where required and maintain detailed and accurate records.
- Ensure all communication reflects the Merlin brand tone and values.
- Meet personal and team key performance targets.
- Ensure data protection and GDPR requirements are adhered to.
- Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
- Must have previous experience with escalated guest complaints and resolutions.
- A well-organised person who manages time effectively and easily adapts to shifting priorities and requirements.
- Proficiency in using Contact Centre software, and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Works well in a team environment, communicating clearly and contributing positively to team goals and objectives.
- Previous experience in customer service, complaints handling, guest relations, or contact centre environments.
- 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.
- Ongoing training & development to have a longer-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 GBP £12.80/Hr.
Contact Centre Advisor - Feedback in Alton employer: Alton Towers Resort
At Alton Towers Resort, we pride ourselves on being an exceptional employer, offering a vibrant work culture where teamwork and guest satisfaction are at the forefront. As a Zonal Operations Front Line Lead, you'll benefit from ongoing training and development opportunities, a generous Merlin Magic Pass for you and your loved ones, and a supportive environment that values flexibility and employee growth. Join us in creating unforgettable experiences while enjoying competitive pay and fantastic discounts across our attractions.
