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
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
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Manage guest feedback received via email, social media, online review platforms and written correspondence including high-profile and complex cases.
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Investigate feedback accurately by reviewing booking information, attraction policies, operational reports, guest feedback and liaising with internal stakeholders and site teams
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Provide professional, empathetic, and solution-oriented responses within agreed service level agreements aligned with our brand tone.
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Resolve feedback in line with our guest experience standards through written and verbal communication channels
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Gain an excellent knowledge of products and attractions, becoming a subject matter expert.
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Log information from all contacts received, file correspondence/data where required and maintain detailed and accurate records.
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Ensure all communication reflects the Merlin brand tone and values
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Meet personal and team key performance targets.
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Ensure data protection and GDPR requirements are adhered to.
Merlin - It's where we playMerlin Entertainments
Merlin Entertainments2.16K subscribers
