Merlin Entertainment
Contact Centre Host
Location: Thorpe Park
Contract Type: Full Time Seasonal, until November 2025
A hard working, efficient and positive individual who will work to their best ability at all times. You are able to adapt and respond well to circumstances and challenges which may arise and works effectively both individually and in a team. Has a positive can-do attitude and always has the guest’s interests in mind.
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.
Resolve guest complaints as a first point of contact. Upholding the recovery 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.
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