Job Description

Guest Excellence Advisor

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Location (Country-County-City) UK-Surrey-Chessington
Job Locations UK-Surrey-Chessington
ID
2025-9495
Employment Type
Guaranteed Hours (MGH)
Offer/Contract Type
No End Date
Location Name
Chessington World of Adventures Resort

What you'll bring to the team

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At Merlin Entertainments, we're a business built on creating magical moments for millions of guests across the globe. From LEGOLAND to Madame Tussauds, SEA LIFE to Alton Towers Resort, we're driven by guest obsession - and our Guest Excellence team is at the heart of delivering world-class experiences.



We're now looking for an enthusiastic and customer-focused

Guest Excellence Advisors

to join our team at Chessington World of Adventures Resort.

What you'll be doing

As a Guest Excellence Advisor, you'll be the first point of contact for our guests, handling enquiries across email, live chat, social media, and telephone. You'll be responsible for:

Providing clear, professional, and empathetic responses to guest enquiries and complaints. Identifying guest needs and delivering quick, accurate, and effective solutions. Becoming a subject matter expert on our attractions, products, and services. Meeting agreed performance targets while always keeping guest satisfaction at the centre of what you do. Logging and maintaining accurate records of all guest interactions. Supporting the team by ensuring adequate coverage across channels and adhering to shift plans. Upholding data protection and GDPR requirements.

Qualifications & Experience

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Excellent written and verbal communication skills. Experience working in a Contact Centre or customer service environment. A track record of achieving targets and resolving complaints effectively. Strong problem-solving skills with the ability to remain calm under pressure. Great time management and organisational skills. An upbeat, approachable personality and a true team-player attitude. A passion for delivering outstanding customer service and creating memorable experiences.

Benefits

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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, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, an Enjoy the Ride pass which entitles you and 5 loved ones unlimited entry into your regional attractions, 25% discount in our retail shops and restaurants and 40% discount on LEGO, plus lots more!

Pay Range

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GBP 12.25/Hr.