CONTACT CENTRE ADVISOR

Location (Country-County-City) UK-Surrey-Chertsey
Job ID
2025-9513
Employment Type
Full-Time
Offer/Contract Type
Fixed End Date/Seasonal
Location Name
Thorpe Park Resort

QUALIFICATIONS & EXPERIENCE

• Excellent interpersonal skills with a polite, eloquent, and out-going demeanour
• 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.

• 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 adequate coverage for guest demand by adhering to scheduled break times and remaining available to answer guest contacts for the duration of your shift.
• Ensure data protection and GDPR requirements are adhered to.
• Ensuring guest feedback is adequately and effectively categorised to ensure feedback can be passed on.