Are you passionate about delivering exceptional guest experiences? We have an exciting new opportunity to join us as a Guest Excellence Senior Advisor!

As a key member of our team, you'll play a vital role in ensuring that every guest interaction is nothing short of extraordinary. From answering inquiries via email, live chat, social media, and phone calls to resolving escalated complaints, you'll be at the forefront of creating memorable moments for our guests.

Here's what you'll be doing:

• Supporting our Merlin Annual Pass Team Lead to achieve outstanding levels of guest service and performance.
• Becoming a subject matter expert on our products and attractions, providing support and coaching to the team.
• Holding inspiring team huddles and ensuring guest satisfaction remains our top priority.
• Identifying guest needs, researching issues, and providing solutions with empathy and professionalism.
• Developing and maintaining an intraday plan to meet daily service levels and ensure adequate coverage for guest demand.
• Upholding data protection and GDPR requirements at all times.

• Passion for delivering outstanding customer service.
• Excellent written and verbal communication skills.
• A proven track record of achieving objectives and sales targets in a fast-paced Contact Centre environment.
• Experience in handling customer complaints and finding resolutions while upholding Merlin's reputation and integrity.
• Ability to work calmly under pressure, with strong teamwork and time management skills.

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here). Benefits include Pension, Life Assurance, discretionary company bonus, 28 days’ holiday including bank holidays, and, of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops and restaurants and 40% discount on LEGO.

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