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.

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.

• Customer service experience; contact centre preferred but not required.
• Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
• 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.
• 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.

• 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.