At a Glance
- Tasks: Answer guest enquiries and provide outstanding customer service across various channels.
- Company: Join the exciting team at Alton Towers Resort, a leading entertainment destination.
- 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.
What you'll bring to the team
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 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!
- Fortnightly pay.
- Free staff parking.
- Ongoing training & development to have a longer‑term career in Merlin.
- Access to Perks at Work which 30,000+ national & local employee discounts.
Pay Range From GBP £12.80/Hr.
Contact Centre Advisor in Stoke-on-Trent employer: Merlin
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 entry 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 Stoke-on-Trent
✨Tip Number 1
Get to know the company! Research Alton Towers Resort and understand their values and customer service approach. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Contact Centre Advisor, you'll need to be eloquent and polite. Try role-playing with friends or family to get comfortable answering common guest queries and handling complaints.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you've successfully resolved issues for customers. This will demonstrate your ability to handle guest enquiries effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining the team at Alton Towers Resort. Don’t miss out on this opportunity!
We think you need these skills to ace Contact Centre Advisor in Stoke-on-Trent
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 break down your skills and experiences, making it easier for us to see why you’d be a great fit!
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 you can get your application in without any hassle.
How to prepare for a job interview at Merlin
✨Know Your Stuff
Familiarise yourself with the products and attractions offered by the company. Being a subject matter expert will not only help you answer queries effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you’ve gone above and beyond for customers. Highlighting your interpersonal skills and ability to resolve complaints will demonstrate that you’re the right fit for a Contact Centre Advisor.
✨Practice Makes Perfect
Rehearse common interview questions related to customer service scenarios. This will help you articulate your thoughts clearly and confidently during the interview, making a great impression on the hiring team.
✨Be Ready for Role-Play
Expect some role-play exercises during the interview. Practising how to handle guest enquiries or complaints can give you an edge, showing that you can think on your feet and provide excellent service under pressure.
