Contact Centre Advisor – Feedback

Merlin Entertainments; Chertsey; Hybrid; GBP 14,547 - 20,719; Full time

Benefits offered by this job

Merlin Magic Pass: 20 free tickets

25% discount in retail shops

40% discount online off LEGO

Free bus from Staines station

Fortnightly pay

Free staff parking

Ongoing training & development

Access to Perks at Work for discounts

Job summary

Merlin Entertainments in Chertsey is seeking a Contact Centre Feedback Advisor for a hybrid role focused on guest feedback through various channels. Responsibilities include managing guest communications, investigating complaints, and ensuring compliance with data protection standards. Ideal candidates have strong verbal and written communication skills, experience in customer service, and proficiency in Contact Centre software. Benefits include a Merlin Magic Pass for free tickets to attractions, discounts, and ongoing training and development.

Qualifications

• Must be 18 and over due to role nature.
• Previous experience in customer service or contact centre environments is required.
• Ability to convey information clearly and effectively.

Responsibilities

• Manage guest feedback via email and social media.
• Investigate feedback accurately and liaise with stakeholders.
• Provide empathetic and solution-oriented responses.
• Log all communications and maintain accurate records.
• Ensure data protection and GDPR compliance.

Skills

Strong verbal and written communication skills

Experience with escalated guest complaints

Proficiency in Contact Centre software

Ability to work in a team environment

Tools

Microsoft Office Suite

Job description

Location

Thorpe Park - Merlin Technical Hub. The role will be a hybrid working model, following successful probation period and subject to performance metrics.

Hours

Full Time - Guaranteed hours 30 per week between 08.00 - 22.00. 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

Full time, Fixed term, until 27.11.2026

Eligibility

Due to the nature of the role, we can only accept applicants who are 18 and over.

Job Overview

As a Contact Centre Feedback Advisor you will be focusing on guest feedback through e-mails, social media, and review sites. Focusing on resolving issues effectively and empathetically, you will work towards key performance targets while delivering exceptional customer service. The role requires excellent communication skills, emotional intelligence, and a strong written capabilities and a commitment to delivering outstanding customer service.

Responsibilities

• Manage guest feedback received via email, social media, online review platforms and written correspondence including high-profile and complex cases.
• Investigate feedback accurately by reviewing booking information, attraction policies, operational reports, guest feedback and liaising with internal stakeholders and site teams.
• Provide professional, empathetic, and solution-oriented responses within agreed service level agreements aligned with our brand tone.
• Resolve feedback in line with our guest experience standards through written and verbal communication channels.
• Gain an excellent knowledge of products and attractions, becoming a subject matter expert.
• Log information from all contacts received, file correspondence/data where required and maintain detailed and accurate records.
• Ensure all communication reflects the Merlin brand tone and values.
• Meet personal and team key performance targets.
• Ensure data protection and GDPR requirements are adhered to.

Qualifications & Experience

• Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
• Must have previous experience with escalated guest complaints and resolutions.
• A well-organised person who manages time effectively and easily adapts to shifting priorities and requirements.
• Proficiency in using Contact Centre software, and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Works well in a team environment, communicating clearly and contributing positively to team goals and objectives.
• Previous experience in customer service, complaints handling, guest relations, or contact centre environments.

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.

Pay Range

GBP £12.80/Hr.