At a Glance
- Tasks: Handle guest feedback via email and social media, resolving issues with empathy.
- Company: Join the Merlin team at Thorpe Park, a leader in entertainment.
- Benefits: Enjoy a hybrid working model, competitive pay, and guaranteed hours.
- Other info: Full-time role with opportunities for growth until November 2026.
- Why this job: Make a real difference by enhancing guest experiences and sharing your passion for customer service.
- Qualifications: Must be 18+, with strong communication skills and a commitment to excellent service.
The predicted salary is between 24000 - 28000 € 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.
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.
Contact Centre Advisor – Feedback in Surrey employer: Merlin
At Merlin, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values teamwork and innovation. Located at the scenic Thorpe Park, our hybrid working model allows for flexibility while ensuring you are part of a dynamic team dedicated to delivering outstanding customer service. With opportunities for personal growth and development, along with a commitment to employee well-being, joining us as a Contact Centre Advisor means becoming part of a company that truly cares about its people and their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Advisor – Feedback in Surrey
✨Tip Number 1
Get to know the company inside out! Research Merlin and their values, especially how they handle guest feedback. This will help you tailor your responses during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering exceptional customer service, try role-playing scenarios with friends or family. This will help you articulate your thoughts clearly and empathetically when it counts.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you've resolved issues effectively. This will demonstrate your ability to handle complex cases, which is key for a Contact Centre Advisor.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Don’t miss out on this opportunity!
We think you need these skills to ace Contact Centre Advisor – Feedback in Surrey
Some tips for your application 🫡
Show Off Your Writing Skills:Since the role is all about communication, make sure your written application shines! Use clear and concise language, and don’t forget to showcase your ability to empathise and resolve issues through your writing.
Tailor Your Application:We want to see how you fit into our team! Make sure to tailor your application to highlight your experience with customer service and feedback management. Mention any relevant skills that align with the job description.
Be Professional Yet Approachable:Remember, we’re looking for someone who can communicate in a friendly and professional manner. Your application should reflect this tone, so keep it warm and engaging while maintaining professionalism.
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 do!
How to prepare for a job interview at Merlin
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact Centre Advisor. Familiarise yourself with how to handle guest feedback and the importance of empathy in communication. This will help you demonstrate your knowledge and passion for the role.
✨Showcase Your Communication Skills
Since excellent communication is key for this position, prepare examples that highlight your written and verbal skills. Think of situations where you resolved issues effectively or provided outstanding customer service, and be ready to discuss them during the interview.
✨Emphasise Emotional Intelligence
The ability to empathise with guests is crucial. Prepare to discuss how you've handled difficult situations in the past, focusing on your emotional intelligence. Show that you can connect with people and understand their feelings, which is essential for resolving feedback.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Practice responding to potential guest feedback scenarios, ensuring you align your answers with the company's values and guest experience standards. This will show that you're prepared and can think on your feet.
