Merlin Entertainment
Location: Thorpe Park
Hours: Full time, part time, weekends & holidays
Contract Type: Seasonal, until November 2025
Providing exceptional customer service to new and existing guests, via communication channels (live chat, telephone, email and social media.)
Working towards key guest experience performance targets, you will deliver outstanding levels of guest service, helping to create memorable experiences for our guests.
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 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.