Guest Experience & Booking Advisor — Merlin Benefits

Merlin Entertainments; England; On-site; GBP 17,000 - 22,000; Full time

Benefits offered by this job

Discounts on Merlin benefits page (100

25% discount in on-site retail shops &

40% discount on Lego

Merlin Magic Pass - 20 free tickets

Ongoing training and development.

Job summary

Merlin Entertainments is seeking a Contact Centre Advisor in the United Kingdom to handle guest enquiries, bookings, and feedback across email, chat, social media, and phone. You will work toward KPIs while delivering standout customer service and memorable experiences.

You will become a product and attraction expert, maintain accurate records, and adhere to GDPR, with five days of work out of seven including weekends. The role emphasizes teamwork and brand-aligned communication.

Qualifications

• Customer service experience; contact centre preferred but not required.
• Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
• 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.
• Must to 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.

Responsibilities

• Respond to guest enquiries via phone, email, live chat, and social media promptly and courteously aligned with our brand tone.
• Provide detailed information about products and services, addressing any questions or concerns customers may have.
• Resolve customer feedback efficiently, ensuring a positive outcome and maintaining guest satisfaction.
• Participate in training sessions to stay updated on product knowledge and customer service best practices.
• Gain an excellent knowledge of products and attractions to answer queries and questions becoming a subject matter expert.
• Adhere to daily plan regarding which contact channel you are supporting at each interval during the day.
• Log information from all contacts received, file correspondence/data where required and maintain detailed and accurate records.
• Place customer orders via the dedicated booking system.
• Meet personal and team key performance targets.
• Ensure data protection and GDPR requirements are adhered to.

Skills

Customer service

Communication

Time management

Team player

Contact centre software

Tools

Contact Centre software

Microsoft Office

Job description

Merlin Entertainments is seeking a Contact Centre Advisor in the United Kingdom to handle guest enquiries, bookings, and feedback across email, chat, social media, and phone. You will work toward KPIs while delivering standout customer service and memorable experiences.

You will become a product and attraction expert, maintain accurate records, and adhere to GDPR, with five days of work out of seven including weekends. The role emphasizes teamwork and brand-aligned communication.