Contact Centre Advisor

What you'll bring to the team

Hours: Guaranteed hours between 08.00 - 22.00. Candidates must 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: 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

• 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!
• 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.