Contact Centre Advisor at Thorpe Park Resort

Borough of Runnymede, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

12.8

Posted On

25 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Interpersonal skills, Customer service, Contact Centre software proficiency, Microsoft Office Suite proficiency, Engagement, Problem-solving, Product knowledge, Complaint resolution, Data protection adherence, GDPR adherence, Target achievement

Industry

Recreational Facilities

Description

What you'll bring to the team Location: Thorpe Park - Merlin Technical Hub Hours: Full Time. Guaranteed hours 30 per week between 08.00 - 22.00. 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. Contract Type: Full time, Fixed term, until 27.11.2026 Due to the nature of the role, we can only accept applicants who are 18 and over. In this customer service job role, 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 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 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! Free bus from Staines station for all employees 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 GBP £12.80/Hr.

Responsibilities

The advisor will handle incoming guest inquiries, feedback, and booking requests across various channels like email, chat, social media, and telephone, while working towards key performance targets. Responsibilities include providing effective answers, identifying guest needs, researching issues, resolving complaints as the first point of contact, and maintaining high guest satisfaction.