Contact Centre Advisor at Alton Towers Resort

Staffordshire Moorlands, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

28 May, 26

Salary

12.8

Posted On

28 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Problem Solving, Product Knowledge, Complaint Resolution, Data Protection, GDPR Compliance, Interpersonal Skills, Contact Centre Software Proficiency, Microsoft Office Suite, Adaptability, Fast-Paced Environment Handling

Industry

Leisure;Travel & Tourism

Description

What you'll bring to the team Hours: Guaranteed hours between 08.00 - 22.00. Must to be available to work 3 or 5 days out of 7 including weekends and bank holidays. One of the working days must be a Saturday or Sunday. Contract Type: Fixed term, until 27.11.2026 Due to the nature of the role, we can only accept applicants who are 18 and over 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 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 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 out-going 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 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! Fortnightly pay Free staff parking Ongoing training & development to have a longer-term career in Merlin Access to Perks at Work which 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 From GBP £12.80/Hr.

Responsibilities

The Contact Centre Advisor will be responsible for answering incoming guest inquiries, feedback, and booking requests across various channels like email, chat, social media, and telephone, while adhering to brand tone. Key duties include providing efficient answers, identifying guest needs, researching issues, resolving complaints as the first point of contact, and meeting performance targets.