Accessibility Merlin Accessibility Assistant

Location: LEGOLAND® Windsor Resort, Windsor, SL4 4AY

Hours: Full time fully flexible, any 5 days out of 7
Location: LEGOLAND Windsor Resort

JOB DESCRIPTION

The Merlin Accessibility Assistant is responsible for managing all enquiries relating to the Merlin Ride Access Pass (RAP) and guiding escalated Accessibility support for Contact Centre Teams for all Merlin sites. This includes handling high-profile and sensitive cases with professionalism, accuracy, and empathy. The role also provides operational support to sites by managing daily RAP allocation figures and monitoring capacity to ensure fair and effective access for guests.

JOB SCOPE

KEY ACCOUNTABILITIES

• Manage and respond to all Merlin Ride Access Pass enquiries for all Merlin attractions, including high-profile and complex cases.
• Manage and respond to complex Accessibility enquiries for all Merlin attractions, including high-profile and complex cases from the Global Contact Centre Teams.
• Deliver clear, consistent, and empathetic communication in line with Merlin policies and guest experience standards.
• Assist site teams and accessibility champions with specialist Accessibility support.
• Liaise with internal stakeholders and site teams to resolve enquiries and support operational needs.
• Ensure compliance with data protection, accessibility standards, and internal procedures.
• Respond to customer inquiries via phone, email, live chat, review sites 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

SKILLS, EXPERIENCE & QUALIFICATIONS

• Experience and confidence in speaking directly with guests via all communication methods, verbal and written.
• Strong verbal and written communication skills with excellent attention to detail, including spelling, punctuation and grammar.
• Ability to manage sensitive and high-profile cases with discretion and empathy.
• Familiarity with ticketing systems, guest feedback platforms, and accessibility requirements is advantageous.
• Identify guest’s needs and points of enquiry or feedback, clarify information and provide solutions.
• Organised, proactive, and capable of managing workload across multiple sites.
• Be able to clearly communicate to our guests and with fellow colleagues.
• Confident using internal systems and data to manage capacity and allocations.
• Ensure profit protection, data protection and GDPR requirements are adhered to.
• Meeting response time targets on all forms of guest contact.

PERSONAL QUALITIES

• A willingness to learn and develop your skills.
• Have a passion for delivering excellent customer service and guest experience standards.
• Demonstrates the ability to work independently, self-motivated, using initiative and sound judgment to manage tasks and solve problems with minimal supervision.
• Have passion for our brand and accessibility standards.
• Commitment to delivering an inclusive and positive guest experience.
• Most importantly, have fun at work to create memorable experiences!

HEALTH & SAFETY

EMPLOYEES

• Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake and they must not use any tools or equipment for which they have not been trained.  Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

• £12.80 Hourly
• 40% discount off LEGO® sets and products on the online LEGO Store!
• 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 Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!
• Pro rata holiday allowance based on 28 days full time equivalent
• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Free staff parking
• Ongoing training & development

About the LEGOLAND® Windsor Resort

We are looking for Accessibility Assistants to join our AWESOME team at the UK’s favourite children’s theme park; the LEGOLAND® Windsor Resort. The LEGOLAND Windsor Resort is the ultimate destination for families with children age 2-12. The Resort is home to three awesome LEGO themed Hotels and a host of rides, shows and attractions built around the iconic LEGO® brick. This role is based at the Windsor theme park, located in 150 acres of beautiful parkland.

About Merlin

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

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.