At a Glance
- Tasks: Manage guest feedback and resolve issues through various communication channels.
- Company: Join the exciting team at Merlin Entertainment, a leader in the attractions industry.
- Benefits: Enjoy 20 free tickets, discounts, and ongoing training for career growth.
- Other info: Flexible hybrid working model with guaranteed hours and a supportive team culture.
- Why this job: Make a real difference by enhancing guest experiences and working in a fun environment.
- Qualifications: Strong communication skills and experience in customer service or complaints handling.
The predicted salary is between 26778 - 26778 € 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.
- Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
- Must have previous experience with escalated guest complaints and resolutions.
- A well-organised person who manages time effectively and easily adapts to shifting priorities and requirements.
- Proficiency in using Contact Centre software, and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
- Works well in a team environment, communicating clearly and contributing positively to team goals and objectives.
- Previous experience in customer service, complaints handling, guest relations, or contact centre environments.
- 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 includes 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 – Feedback in Chertsey employer: Thorpe Park Resort
At Merlin Entertainment, we pride ourselves on being an exceptional employer, offering a vibrant work culture at our Thorpe Park location. With a focus on employee growth through ongoing training and development, we provide unique benefits such as the Merlin Magic Pass for free access to attractions, generous discounts, and a supportive hybrid working model. Join us to be part of a team that values outstanding customer service and fosters a positive environment for all employees.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Advisor – Feedback in Chertsey
✨Tip Number 1
Get to know the company inside out! Research Merlin and its attractions so you can speak confidently about them during your interview. This shows you're genuinely interested and ready to be a part of the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about handling guest feedback, try role-playing with a friend or family member. This will help you articulate your thoughts clearly and empathetically.
✨Tip Number 3
Be prepared for situational questions! Think about past experiences where you've resolved complaints or handled difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨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 Merlin family. Don’t miss out!
We think you need these skills to ace Contact Centre Advisor – Feedback in Chertsey
Some tips for your application 🫡
Show Off Your Writing Skills:Since this 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 convey information effectively. We want to see how you can express yourself in writing!
Tailor Your Application:Take a moment to read through the job description and align your experience with what we’re looking for. Highlight any previous roles where you’ve handled guest feedback or complaints, as this will show us you’re a great fit for the Contact Centre Advisor position.
Be Empathetic and Solution-Oriented:In your application, reflect on your approach to resolving issues. Share examples of how you’ve dealt with challenging situations in the past, focusing on your empathetic responses and solutions. This will demonstrate your commitment to delivering outstanding customer service, which is key for us!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Thorpe Park Resort
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of the role and the company. Familiarise yourself with Merlin's attractions and their customer service ethos. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
As a Contact Centre Advisor, communication is key. Prepare examples of how you've effectively handled guest complaints or feedback in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your emotional intelligence.
✨Be Ready for Role-Play Scenarios
Expect to engage in role-play during the interview. This could involve responding to a guest complaint or crafting a written response. Practise these scenarios beforehand so you can demonstrate your problem-solving skills and ability to maintain a professional tone under pressure.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about team dynamics, performance metrics, or training opportunities. This shows your enthusiasm for the role and helps you gauge if the company culture aligns with your values.
