Role Summary 

In this contact centre role, you’ll be answering incoming guest enquiries, feedback, live chats, review sites, and telephone calls, aligned with our brand tone. Working towards key performance targets (KPIs), you will deliver outstanding levels of customer service, helping to create memorable customer experiences.

This role is ideal for candidates with contact centre, customer service, call centre, hospitality, retail, reservations or guest services experience who enjoy supporting customers, handling enquiries and resolving issues across multiple communication channels.

Key Responsibilities 

• Respond to guest and customer enquiries via phone, email, and live chat promptly and courteously, aligned with our brand tone.
• Provide detailed information about products, services and attractions, addressing customer questions, queries and concerns to deliver an excellent customer experience.
• Resolve customer feedback, complaints and enquiries efficiently, ensuring a positive outcome and maintaining high levels of guest satisfaction.
• Participate in training sessions to stay updated on product knowledge, customer service best practices and contact centre processes.
• Gain an excellent knowledge of products and attractions to answer queries and questions confidently, becoming a subject matter expert.
• Adhere to the daily plan regarding which contact channel you are supporting at each interval during the day, delivering a consistent multi-channel customer service experience.
• Log information from all customer contacts received, file correspondence/data where required, and maintain detailed and accurate customer records.
• Meet personal and team key performance targets (KPIs), maintaining high standards of customer service, quality and productivity.
• Ensure data protection, GDPR and company requirements are adhered to when handling customer information and personal data.

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.