UK Short Breaks Call Centre Advisor

Merlin; New Ash Green; On-site; GBP 17,000 - 22,000; Full time

Benefits offered by this job

Merlin benefits discounts

On-site discounts

Merlin Magic Pass

Job summary

Merlin is seeking UK Short Breaks Call Centre Advisors to join our Guest Experience Team in a seasonal capacity. You will respond to guest enquiries via phone, email and live chat, and manage bookings using our dedicated system.

You’ll actively identify upsell opportunities while delivering exceptional service to create magical experiences. Collaborating with colleagues, you’ll stay informed about Merlin attractions, promotions and short breaks offerings, contributing to continuous improvement

Qualifications

• Experience in customer service or hospitality is essential.
• Ability to manage guest enquiries, resolve issues and offer solutions.
• A track record of meeting or exceeding sales and performance targets is advantageous.
• Strong written and verbal communication skills.
• Passion for delivering outstanding guest experiences and upselling opportunities.

Responsibilities

• Respond to guest enquiries by phone, email and live chat to plan stays.
• Manage reservations using the dedicated booking system for accuracy and efficiency.
• Identify opportunities to upsell products and services while remaining guest-focused.
• Collaborate with team members to hit shared targets and improve service levels.
• Build knowledge of Merlin attractions, promotions and short breaks offerings.

Skills

Customer service

Communication

Upselling

Multitasking

Attention to detail

Tools

Booking system

Job description

What you'll bring to the team

UK Short Breaks Call Centre Advisor

Location: Chessington World of Adventures, Surrey KT9 2NE.

Contract Type: Seasonal.

We are recruiting for UK Short Breaks Call Centre Advisors to join our AWESOME Guest Experience Team!

As a UK Short Breaks Call Centre Advisor, you will be the friendly first point of contact for guests looking to plan magical stays across Merlin attractions. You’ll respond to enquiries via phone, email, and live chat, offering clear, accurate information and ensuring every guest feels valued and supported throughout their journey. Using our dedicated booking system, you’ll manage reservations efficiently while making the booking experience smooth and enjoyable.

A key part of your role will be identifying opportunities to enhance each guest’s stay by recommending additional products and services. You’ll work confidently toward sales targets, always ensuring your approach remains guest-focused and aligned with our commitment to exceptional service.

Collaboration is central to the way we work. You’ll partner closely with team members to achieve shared goals, contributing ideas, sharing insights, and supporting continuous improvement across the team. To deliver the best possible experience, you’ll also build strong knowledge of our attractions, promotions, and short breaks offerings, keeping up to date with new developments. From time to time, you’ll take on additional tasks to support the contact centre’s wider operations. Above all, you will play an important role in creating memorable experiences for every guest you interact with, bringing positivity, professionalism, and care to each conversation.

Qualifications & Experience

• Previous experience in a customer service, contact centre, or hospitality environment is essential.
• Proven ability to manage guest enquiries, resolve issues, and deliver effective solutions is essential.
• A track record of meeting or exceeding sales and performance targets is advantageous.
• Strong written and verbal communication skills.
• Passionate about delivering outstanding guest experiences.
• Confidence in identifying upselling opportunities in a professional, guest-focused way.
• Strong organisational skills, with the ability to multitask and prioritise in a fast-paced environment.
• High attention to detail when processing bookings and handling guest information.
• A collaborative mindset and willingness to contribute positively to team success.
• Ability to remain calm, composed, and professional under pressure.

Benefits

• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel
• 25% discount in our on-site retail shops and restaurants
• 40% discount on Lego
• Merlin Magic Pass - 20 free tickets for you, your family, and friends to enjoy all our Merlin Attractions across the world.
• Ongoing training and development opportunities.

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 £12.90/Hr.