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About the Role
Shape how the world experiences London from the iconic London Eye. Lead guest experience, accessibility, and service recovery, guiding millions of guests annually. Act as an accessibility and #GUESTOBSESSION champion, setting the standard for guest interaction and elevating every moment.
Responsibilities
- Lead the Customer Service team, ensuring every guest interaction is handled with care, clarity, and pace.
- Own guest experience reporting, shaping insight for both attraction and group leadership.
- Improve the guest journey end to end, online and on site, removing friction and adding moments that matter.
- Take charge of high-profile complaints, crafting responses that rebuild confidence and reflect our brand.
- Champion accessibility, building inclusive experiences through better communication, training, and processes.
- Drive projects and process improvements that raise standards across the attraction.
- Report on feedback trends, from complaints to praise, and turn insight into action with the Product Excellence team.
Requirements
- Customer service specialist who sets the tone for others to follow.
- Leads people with clarity and intent, from recruitment through to development and performance.
- Stays calm under pressure and brings sharp attention to detail when it matters most.
- Takes ownership when challenges arise, seeing problems as opportunities to improve.
- Leads from the front, creating an environment where teams feel supported and empowered to deliver their best.
Skills
- Guest experience
- Accessibility
- Service recovery
- Customer service
- Reporting
- Process improvement
- Communication
- Training
Location
- London Eye, London
Work Type
- Permanent
- Full-time
- Office-based
- Front-line
Experience Level
- Manager
Salary/Compensations
- Competitive
Benefits
- 40% discount off LEGO® sets and products on the online LEGO Store
- Merlin Magic Pass: Free tickets for you, your family and friends to all Merlin Attractions worldwide
- 25% discount in Merlin retail shops and restaurants
- 2 volunteer days per year
- Staff discount codes for Merlin Annual Passes
- Employee assistance programme
- Access to Perks at Work (30,000+ national & local employee discounts)
About the Company
- Shaping how the world experiences London from the heart of one of its most iconic landmarks, the London Eye.
- Merlin Entertainments operates attractions worldwide.