Contact Centre Advisor – Feedback

Merlin Entertainments; Stoke-on-Trent; On-site; GBP 17,000 - 19,000; Full time

Benefits offered by this job

Merlin Magic Pass

25% discount in shops/restaurants

40% discount online LEGO

Perks at Work

Job summary

Merlin Entertainments' Alton Towers Resort in Staffordshire is hiring a Contact Centre Feedback Advisor to handle guest feedback via email, social media, and reviews, delivering empathetic, solution-focused responses.

You will manage high-profile cases, meet KPIs, ensure GDPR, and work full time on a fixed-term contract until 27 November 2026 with guaranteed 30 hours per week, including weekends.

Qualifications

• Clear verbal and written communication skills.
• Experience handling escalated guest complaints and resolutions.
• Well-organised with strong time management and adaptability.
• Proficiency with contact centre software and Microsoft Office.
• Team player with customer service or call centre background.
• Experience in guest relations or similar environments.

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.

Skills

Communication skills

Written communication

Escalation handling

Time management

Teamwork

Customer service

Tools

Contact centre software

Microsoft Office

Job description

Location:

Alton Towers Resort, Staffordshire, ST10 4DB

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

Age Requirement:

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

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!
• Fortnightly pay
• 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 [e-mail] and one of the team will get back to you as soon as possible.

Pay Range

GBP £12.80/Hr.