ROLE SUMMARY

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. Working towards key performance targets, you will deliver outstanding levels of customer service, helping to create memorable experiences for our customers.

KEY RESPONSIBILITIES 

• Respond to guest enquiries via phone, email, live chat, and social media promptly and courteously aligned with our brand tone.
• Provide detailed information about products and services, addressing any questions or concerns customers may have.
• Resolve customer feedback efficiently, ensuring a positive outcome and maintaining guest satisfaction.
• Participate in training sessions to stay updated on product knowledge and customer service best practices.
• Gain an excellent knowledge of products and attractions to answer queries and questions becoming a subject matter expert.
• Adhere to daily plan regarding which contact channel you are supporting at each interval during the day.
• Log information from all contacts received, file correspondence/data where required and maintain detailed and accurate records.
• Place customer orders via the dedicated booking system.
• 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.
• A well-organized 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.
• Customer service experience; contact centre preferred but not required
• Must to 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.

Health & Safety

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.

BEHAVIOURS
A Merlin job is like no other. Our values—Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover, and We Care—guide the behaviours that set us apart. By living these values, we bring joy, create connections, and make lasting memories for our guests, while fostering a positive and supportive environment where everyone can thrive.

Own Your Craft:

• Continuously sharpen your expertise, seek personal growth, and help others to develop in their roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both the industry and the broader world to keep at the cutting edge of entertainment.

Go Together:

• Foster strong, trusting relationships by collaborating with colleagues across teams, locations, and cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.
• Commit to decisions once made, and act swiftly to drive progress and deliver results.

Enjoy the Ride:

• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.

Drive & Discover:

• Take ownership of your work, delivering excellence by seeing tasks through to completion.
• Prioritise tasks that have the greatest impact, focusing on quality over quantity.
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to drive innovation.

We Care:

• Go above and beyond for both guests and colleagues, showing thoughtfulness in every interaction.
• Uphold uncompromising standards of safety, security, and welfare, prioritising the well-being of everyone.
• Actively contribute to making a positive impact on the environment and local communities, demonstrating social responsibility in all decisions.

• A competitive hourly rate
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel
• 25% discount in our on-site retail shops and restaurants
• 40% discount on Lego
• Merlin Magic Pass - 20 free tickets for you, your family, and friends to enjoy all our Merlin Attractions across the world
• Ongoing training and development opportunities