At a Glance
- Tasks: Answer guest enquiries and provide outstanding customer service across various channels.
- Company: Join the exciting team at Merlin, a leader in entertainment.
- Benefits: Enjoy 20 free tickets, discounts, free bus, and ongoing training.
- Other info: Flexible hybrid working model with excellent career growth opportunities.
- Why this job: Create memorable experiences for guests while developing your skills.
- Qualifications: Great communication skills and a passion for customer service.
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.
Pay Range GBP £12.80/Hr.
Contact Centre Advisor in Chertsey employer: Thorpe Park Resort
At Merlin Technical Hub in Thorpe Park, we pride ourselves on being an exceptional employer that values our team members' growth and well-being. With a hybrid working model, competitive pay, and a wealth of benefits including the Merlin Magic Pass for free attraction tickets, we foster a vibrant work culture that prioritises employee satisfaction and development. Join us to be part of a dynamic environment where your contributions help create unforgettable experiences for our guests.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Advisor in Chertsey
✨Tip Number 1
Get to know the company! Before your interview, dive into Merlin's values and what makes them tick. This way, you can show off your enthusiasm and how you fit right into their culture.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a mate. This will help you feel more confident when answering those tricky guest enquiries during the interview.
✨Tip Number 3
Be ready to showcase your skills! Think of examples from your past experiences where you've gone above and beyond for customers. This will help you stand out as a candidate who truly cares about guest satisfaction.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the Merlin family. Don’t miss out on this opportunity!
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 job description. Highlight your relevant experience and skills that match what we're looking for in a Contact Centre Advisor. 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, and make sure to proofread for any typos or errors before hitting send!
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 give it a go!
How to prepare for a job interview at Thorpe Park Resort
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact Centre Advisor. Familiarise yourself with the key performance targets and the importance of guest satisfaction. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Show Off Your Customer Service Skills
Prepare examples from your past experiences where you've provided excellent customer service. Think about how you identified guests' needs and resolved complaints effectively. This will highlight your interpersonal skills and ability to handle challenging situations, which are crucial for this position.
✨Practice Common Interview Questions
Anticipate questions related to customer service scenarios, such as how you would handle an unhappy guest or how you prioritise tasks during busy periods. Practising your responses will help you feel more confident and articulate during the interview.
✨Be Ready to Discuss Technology
Since proficiency in Contact Centre software and Microsoft Office is essential, be prepared to discuss your experience with these tools. If you have any specific examples of how you've used technology to improve customer interactions, share those too!
