At a Glance
- Tasks: Answer guest enquiries and provide outstanding customer service across various channels.
- Company: Join the exciting team at Merlin Entertainment, known for creating memorable experiences.
- Benefits: Enjoy 20 free tickets to attractions, discounts, and ongoing training for career growth.
- Other info: Flexible hybrid working model with guaranteed hours and opportunities for development.
- Why this job: Be part of a fun environment where you can make a real difference in guest experiences.
- Qualifications: Great communication skills and a passion for customer service are essential.
The predicted salary is between 26624 - 26624 € per year.
Location: Thorpe Park - Merlin Technical Hub. The role will be a hybrid working model, following successful probation period and subject to performance metrics.
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.
In this customer service job role, 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 out-going 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!
- Free bus from Staines station for all employees.
- 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 GBP £12.80/Hr.
Contact Centre Advisor in Chertsey employer: Merlin
At Merlin Entertainment's Thorpe Park Technical Hub, we pride ourselves on being an exceptional employer that values our team members' growth and well-being. With a vibrant work culture that prioritises guest satisfaction and employee development, we offer unique benefits such as the Merlin Magic Pass for free access to attractions, generous discounts, and ongoing training opportunities. Join us in creating memorable experiences while enjoying a supportive hybrid working environment and a commitment to your career progression.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Advisor in Chertsey
✨Tip Number 1
Get to know the company inside out! Research Merlin and its attractions so you can chat confidently about them during your interview. This shows you're genuinely interested and ready to help create those memorable experiences for guests.
✨Tip Number 2
Practice your customer service skills! Think of common guest queries and how you'd handle them. Role-playing with a friend can help you feel more prepared and relaxed when it comes to the real deal.
✨Tip Number 3
Be ready to showcase your interpersonal skills! During interviews, let your personality shine through. Show that you can engage with both guests and colleagues in a friendly and professional manner.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest roles and updates there, making it easier for us to connect with you.
We think you need these skills to ace Contact Centre Advisor in Chertsey
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, this role is all about customer service, so showing that you can connect with people is key.
Tailor Your Application:Make sure to tailor your application to the Contact Centre Advisor role. Highlight any relevant experience you have in customer service, especially if you've worked in a contact centre before. We love seeing how your skills match what we're looking for!
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 you need to, and make sure to proofread for any typos or errors – we want to see your best work!
Apply Through Our Website:Don’t forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at Merlin!
How to prepare for a job interview at Merlin
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Contact Centre Advisor role. Familiarise yourself with the responsibilities and expectations outlined in the job description. This will help you tailor your answers to show how your skills and experiences align perfectly with what they’re looking for.
✨Showcase Your Customer Service Skills
Since this role is all about delivering outstanding customer service, prepare examples from your past experiences where you’ve gone above and beyond for customers. Think of specific situations where you resolved complaints or provided exceptional support, as these stories will demonstrate your ability to meet their key performance targets.
✨Practice Common Interview Questions
Anticipate questions related to customer service scenarios, such as how you would handle a difficult guest or manage multiple enquiries at once. Practising your responses will help you feel more confident and articulate during the interview, making it easier to convey your interpersonal skills and problem-solving abilities.
✨Be Ready to Discuss Technology
As proficiency in contact centre software and Microsoft Office is essential, be prepared to discuss your experience with these tools. If you’ve used similar systems before, mention them and highlight your ability to quickly learn new technologies. This will reassure them that you can adapt to their processes without a hitch.
