Location: Thorpe Park - Merlin Technical Hub. The role will be a hybrid working model, following successful probation period and subject to performance metrics.
Hours: Full Time - Guaranteed hours 30 per week between 08.00 - 22.00. 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.
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.
In this contact centre role, you’ll be answering incoming guest enquiries, feedback, live chats, review sites, and telephone calls, aligned with our brand tone. Working towards key performance targets (KPIs), you will deliver outstanding levels of customer service, helping to create memorable customer experiences.
This role is ideal for candidates with contact centre, customer service, call centre, hospitality, retail, reservations or guest services experience who enjoy supporting customers, handling enquiries and resolving issues across multiple communication channels.
Key Responsibilities
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Respond to guest and customer enquiries via phone, email, and live chat promptly and courteously, aligned with our brand tone.
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Provide detailed information about products, services and attractions, addressing customer questions, queries and concerns to deliver an excellent customer experience.
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Resolve customer feedback, complaints and enquiries efficiently, ensuring a positive outcome and maintaining high levels of guest satisfaction.
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Participate in training sessions to stay updated on product knowledge, customer service best practices and contact centre processes.
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Gain an excellent knowledge of products and attractions to answer queries and questions confidently, becoming a subject matter expert.
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Adhere to the daily plan regarding which contact channel you are supporting at each interval during the day, delivering a consistent multi-channel customer service experience.
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Log information from all customer contacts received, file correspondence/data where required, and maintain detailed and accurate customer records.
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Meet personal and team key performance targets (KPIs), maintaining high standards of customer service, quality and productivity.
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Ensure data protection, GDPR and company requirements are adhered to when handling customer information and personal data.
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