Contact Centre Host

Merlin Entertainments Group; Chertsey; On-site; GBP 10,000 - 40,000; Full time

Job summary

An established industry player is seeking a dynamic Contact Centre Host to join their team. This role is perfect for individuals who are enthusiastic and eager to learn, with a focus on guest satisfaction. You will be responsible for providing effective answers to guest inquiries, resolving complaints, and ensuring that every interaction reflects a positive and helpful attitude. With a variety of benefits including free tickets to attractions and discounts, this is an exciting opportunity to grow your career in a vibrant environment. Join a team that values guest obsession and offers ongoing training and development for a fulfilling career path.

Benefits

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

Qualifications

• No previous experience required, just enthusiasm and eagerness to learn!
• Show us you’re guest obsessed by being positive and helpful.

Responsibilities

• Provide effective answers to guest enquiries and resolve complaints.
• Ensure guest satisfaction and adhere to data protection requirements.

Skills

Guest Service

Communication Skills

Problem-Solving

Teamwork

Education

No formal education required

Job description

What you'll bring to the team

Contact Centre Host

Location: Thorpe Park

Contract Type: 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 work 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.
• Ensure guest feedback is adequately and effectively categorised to ensure feedback can be passed on.

Qualifications & Experience

No previous experience required, just enthusiasm and eagerness to learn!

Show us you’re guest obsessed by being positive and helpful.

Go together to show our guests that you care!

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 offers 30,000+ national & local employee discounts.

If you have any questions or 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

From GBP £12.35/Hr.