At a Glance
- Tasks: Manage Merlin Ride Access Pass enquiries and provide top-notch accessibility support.
- Company: Join the fun at Merlin, a leader in entertainment and guest experience.
- Benefits: Earn £12.80/hour, enjoy 40% off LEGO, and get 20 free attraction tickets!
- Other info: Enjoy ongoing training, a supportive team, and a vibrant work environment.
- Why this job: Make a real difference by enhancing accessibility for guests while having fun.
- Qualifications: Strong communication skills and a passion for excellent customer service.
The predicted salary is between 26758 - 26758 € per year.
The Merlin Accessibility Assistant is responsible for managing all enquiries relating to the Merlin Ride Access Pass (RAP) and guiding escalated Accessibility support for Contact Centre Teams for all Merlin sites. This includes handling high‑profile and sensitive cases with professionalism, accuracy, and empathy. The role also provides operational support to sites by managing daily RAP allocation figures and monitoring capacity to ensure fair and effective access for guests.
Key Accountabilities
- Manage and respond to all Merlin Ride Access Pass enquiries for all Merlin attractions, including high‑profile and complex cases.
- Manage and respond to complex Accessibility enquiries for all Merlin attractions, including high‑profile and complex cases from the Global Contact Centre Teams.
- Deliver clear, consistent, and empathetic communication in line with Merlin policies and guest experience standards.
- Assist site teams and accessibility champions with specialist Accessibility support.
- Liaise with internal stakeholders and site teams to resolve enquiries and support operational needs.
- Ensure compliance with data protection, accessibility standards, and internal procedures.
- Respond to customer inquiries via phone, email, live chat, review sites and social media promptly and courteously aligned with our brand tone.
- Provide detailed information about products and services, addressing any questions or concerns customers may have.
Skills, Experience & Qualifications
- Experience and confidence in speaking directly with guests via all communication methods, verbal and written.
- Strong verbal and written communication skills with excellent attention to detail, including spelling, punctuation and grammar.
- Ability to manage sensitive and high‑profile cases with discretion and empathy.
- Familiarity with ticketing systems, guest feedback platforms, and accessibility requirements is advantageous.
- Identify guest’s needs and points of enquiry or feedback, clarify information and provide solutions.
- Organised, proactive, and capable of managing workload across multiple sites.
- Be able to clearly communicate to our guests and with fellow colleagues.
- Confident using internal systems and data to manage capacity and allocations.
- Ensure profit protection, data protection and GDPR requirements are adhered to.
- Meeting response time targets on all forms of guest contact.
Personal Qualities
- A willingness to learn and develop your skills.
- Have a passion for delivering excellent customer service and guest experience standards.
- Demonstrates the ability to work independently, self‑motivated, using initiative and sound judgment to manage tasks and solve problems with minimal supervision.
- Have passion for our brand and accessibility standards.
- Commitment to delivering an inclusive and positive guest experience.
- Most importantly, have fun at work to create memorable experiences.
Benefits
- £12.80 Hourly
- 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!
- Pro rata holiday allowance based on 28 days full‑time equivalent
- Private pension scheme
- Life assurance scheme
- Employee assistance programme
- Access to Perks at Work which 30,000+ national & local employee discounts
- Free staff parking
- Ongoing training & development
Merlin Accessibility Assistant in Windsor employer: Legoland
At Merlin, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions inclusivity and personal growth. As a Merlin Accessibility Assistant, you will not only enjoy competitive pay and generous benefits like the Merlin Magic Pass and discounts but also have access to ongoing training and development opportunities that empower you to excel in your role while making a meaningful impact on our guests' experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Merlin Accessibility Assistant in Windsor
✨Tip Number 1
Get to know the Merlin brand inside out! Familiarise yourself with our attractions and accessibility initiatives. This way, when you chat with us during interviews, you can show off your passion and understanding of what we do.
✨Tip Number 2
Practice your communication skills! Since the role involves handling sensitive cases, it’s crucial to demonstrate empathy and clarity. Try role-playing scenarios with friends or family to build your confidence in responding to complex enquiries.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the role and help you stand out when applying through our website.
✨Tip Number 4
Be proactive in showcasing your problem-solving skills! Think of examples from your past experiences where you’ve successfully managed high-pressure situations. This will help us see how you can handle the demands of the Merlin Accessibility Assistant role.
We think you need these skills to ace Merlin Accessibility Assistant in Windsor
Some tips for your application 🫡
Show Your Passion for Accessibility:When writing your application, let us see your enthusiasm for accessibility and customer service. Share any relevant experiences that highlight your commitment to creating inclusive environments for all guests.
Be Clear and Concise:We love a well-structured application! Make sure your writing is clear and to the point. Use bullet points if necessary to break down your skills and experiences, especially those that relate to managing sensitive cases.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to the Merlin Accessibility Assistant role. Highlight your communication skills and any experience with ticketing systems or guest feedback platforms.
Proofread, Proofread, Proofread!:Attention to detail is key in this role, so make sure your application is free from spelling and grammar mistakes. A quick proofread can make all the difference, showing us you care about the quality of your work.
How to prepare for a job interview at Legoland
✨Know Your Stuff
Before the interview, make sure you’re familiar with the Merlin Ride Access Pass and the specific accessibility needs of guests. Research common queries and issues that arise, so you can demonstrate your knowledge and readiness to handle complex cases.
✨Show Empathy
Since this role involves managing sensitive cases, practice how you would communicate with guests in a compassionate manner. Think about examples from your past experiences where you’ve successfully handled difficult situations with empathy and professionalism.
✨Master Communication Skills
Brush up on your verbal and written communication skills. Be prepared to showcase your attention to detail, especially in spelling and grammar, as these are crucial when responding to customer inquiries across various platforms.
✨Be Organised and Proactive
Demonstrate your ability to manage multiple tasks effectively. Prepare examples of how you’ve organised workloads in previous roles and be ready to discuss how you would prioritise tasks in a busy environment like Merlin’s.
