Customer Service Executive

Merlin Entertainments; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

An established industry player in the entertainment sector is seeking a Customer Service Executive to enhance guest experiences at a renowned attraction in London. This pivotal role involves engaging with guests through various channels, resolving inquiries, and contributing to a positive service culture. You'll be instrumental in monitoring service quality and recognizing team efforts. If you're passionate about customer service and thrive in a dynamic environment, this is your chance to make a significant impact while enjoying exclusive perks and a vibrant workplace.

Benefits

25% discount in retail shops and restaurants

40% off LEGO online

Merlin Magic Pass for free tickets

Discounted rates at Merlin hotels

Employee pricing up to 55% off cinema tickets

Qualifications

• Strong background in delivering exceptional customer experiences.
• Ability to handle guest enquiries, complaints, and feedback professionally.

Responsibilities

• Assist the Guest Excellence Manager in promoting a positive customer service culture.
• Deliver praise to the teams and compose KPI reports based on feedback.

Skills

Customer Service

Communication Skills

Problem Solving

Time Management

Education

High School Diploma

Job description

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Merlin Entertainments provided pay range

This range is provided by Merlin Entertainments. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Fancy being part of the ultimate viewing experience in the heart of London? Of course, you do! At 135 metres the world-famous London Eye is the UK’s most popular paid for visitor attraction, and we’ve got our Eye out for a Customer Service Executive to join our dedicated team in delivering the most moving experience in London!

This is a fundamental role within the attraction, and you’ll be assisting the Guest Excellence Manager in promoting a positive customer service culture, both on the floor as well as by email and social media.

You’ll be a role model when dealing with guest feedback and will answer all communications via e-mail and social media channels, actively working to resolve all issues in a timely manner.

As well as monitoring customer service through a mystery shop process and feeding back to relevant department managers, you will also be delivering praise to the teams to recognise their hard work. You will then use all that information to compose KPI reports and through analysis will create an action plan to deliver results.

This role is a full-time fixed term role until September 2025, Due to The London Eye being open every day, you may need to work weekends and bank holidays when required by the business.

Qualifications & Experience

• Strong background in delivering exceptional customer experiences
• To be able to handle guest enquiries, complaints and feedback professionally
• Previous Experience of working within a busy guest facing environment, even better a visitor attraction!
• Excellent written and verbal skills and are used to working under pressure whilst facing a busy workload.
• Commitment to understanding and exceeding guest expectations by helping to deliver a premium experience
  
  

Benefits

If you’ve read this far and we still have your attention, then come on board and don’t just look at the skyline, be part of it!

• 25% discount in our retail shops and restaurants
• 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Discounted rates at Merlin hotels all over the world
• Employee pricing up to 55% off cinema tickets
  
  

If you have any questions or if you require any assistance, 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 £13.68/Hr.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Entertainment Providers

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