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- 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: Great 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 Centre 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 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: From GBP £12.80/Hr.
Contact Centre Advisor employer: Alton Towers Resort
Contact Detail:
Alton Towers Resort Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Advisor
✨Tip Number 1
Get to know the company inside out! Research Alton Towers Resort and its attractions so you can chat confidently about them during your interview. This shows you're genuinely interested and ready to help guests with their queries.
✨Tip Number 2
Practice your customer service skills! Role-play common scenarios you might face as a Contact Centre Advisor. Think about how you'd handle tricky questions or complaints, and remember to keep that guest satisfaction at the forefront of your mind.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or other platforms. They can give you insider tips on what it’s really like to work there and might even put in a good word for you!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the latest roles and updates directly from us, making your job search a breeze.
We think you need these skills to ace Contact Centre Advisor
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 role. Highlight any relevant experience in customer service or contact centres, and mention how you can meet our key performance targets. We love seeing how you can contribute to creating memorable experiences for our guests!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points if necessary to make it easy for us to read. We appreciate straightforward communication, especially since you'll be answering guest enquiries in a similar manner!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate, so go ahead and get that application in!
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.
✨Practice Makes Perfect
Rehearse common interview questions related to customer service scenarios. Think about how you would handle difficult guests or resolve complaints. This will help you articulate your thoughts clearly during the interview.
✨Show Off Your Skills
Highlight your interpersonal skills and any experience you've had in customer service. Be ready to share specific examples of how you've gone above and beyond for customers in the past, as this aligns perfectly with the role's focus on guest satisfaction.
✨Be Ready for Role-Play
Expect some role-play scenarios during the interview. This is a great way for them to see how you handle real-life situations. Stay calm, think on your feet, and remember to keep the guest's needs at the forefront of your responses.