At a Glance
- Tasks: Answer guest enquiries and provide outstanding customer service across various channels.
- Company: Join the exciting team at Merlin Entertainment, a leader in creating memorable experiences.
- Benefits: Enjoy 20 free tickets, discounts, free bus service, and ongoing training for career growth.
- Other info: Flexible hybrid working model with guaranteed hours and opportunities for personal 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 26500 - 26500 € 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 outgoing 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 employer: Thorpe Park Resort
At Merlin Technical Hub in Thorpe Park, we pride ourselves on being an exceptional employer that values our employees' growth and well-being. With a vibrant work culture, comprehensive training opportunities, and unique benefits like the Merlin Magic Pass for free access to attractions, we ensure our Contact Centre Advisors not only thrive in their roles but also enjoy a fulfilling work-life balance. Join us to be part of a team dedicated to creating memorable experiences for our guests while enjoying perks such as discounts and free transport.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Advisor
✨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 scenarios you might face as a Contact Centre Advisor and role-play how you'd handle them. This will help you feel more prepared and show off your problem-solving abilities when it counts.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. They might share insider tips or even refer you, which can give you a leg up in the hiring process.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're keen on joining the Merlin family!
We think you need these skills to ace Contact Centre Advisor
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 responses that get straight to the heart of what you want to say. Avoid fluff and focus on what makes you a great fit for our team!
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, so why not give it a go?
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 company and its attractions. Familiarise yourself with their products and services so you can confidently answer questions and demonstrate your knowledge during the interview.
✨Show Off Your People Skills
As a Contact Centre Advisor, you'll be dealing with guests all day. Practice showcasing your excellent interpersonal skills in the interview. Use examples from past experiences where you've successfully resolved customer issues or provided outstanding service.
✨Be Ready for Role-Play
Expect some role-play scenarios during the interview. Prepare to demonstrate how you'd handle specific guest enquiries or complaints. This is your chance to shine, so think about how you would keep guest satisfaction at the forefront of your responses.
✨Ask Smart Questions
At the end of the interview, don’t forget to ask insightful questions. Inquire about the team dynamics, performance metrics, or training opportunities. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
