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About the Role
As a UK Short Breaks Call Centre Advisor, you will be the friendly first point of contact for guests looking to plan magical stays across Merlin attractions. You’ll respond to enquiries via phone, email, and live chat, offering clear, accurate information and ensuring every guest feels valued and supported. You will manage reservations using a dedicated booking system, identify opportunities to enhance guest stays by recommending additional products and services, and work towards sales targets with a guest-focused approach. Collaboration and continuous improvement are key, as is building strong knowledge of our attractions and offerings. You will play an important role in creating memorable experiences for every guest.
Responsibilities
- Respond to guest enquiries via phone, email, and live chat.
- Provide clear and accurate information to guests.
- Manage reservations using a dedicated booking system.
- Recommend additional products and services to enhance guest stays.
- Work towards sales targets with a guest-focused approach.
- Collaborate with team members to achieve shared goals.
- Contribute ideas and share insights for continuous improvement.
- Build and maintain strong knowledge of attractions, promotions, and short breaks offerings.
- Undertake additional tasks to support wider contact centre operations.
Requirements
- Previous experience in a customer service, contact centre, or hospitality environment is essential.
- Proven ability to manage guest enquiries, resolve issues, and deliver effective solutions is essential.
- A track record of meeting or exceeding sales and performance targets is advantageous.
- Strong written and verbal communication skills.
- Passionate about delivering outstanding guest experiences.
- Confidence in identifying upselling opportunities in a professional, guest-focused way.
- Strong organisational skills, with the ability to multitask and prioritise in a fast-paced environment.
- High attention to detail when processing bookings and handling guest information.
- A collaborative mindset and willingness to contribute positively to team success.
- Ability to remain calm, composed, and professional under pressure.
Skills
- Customer service
- Contact centre operations
- Hospitality environment
- Guest enquiry management
- Issue resolution
- Sales target achievement
- Written communication
- Verbal communication
- Upselling
- Organisational skills
- Multitasking
- Prioritisation
- Attention to detail
- Team collaboration
- Professionalism under pressure
Location
- Chessington World of Adventures, Surrey KT9 2NE
Work Type
- Seasonal
- Full-time
Salary/Compensations
- GBP £12.90/Hr.
Benefits
- Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel
- 25% discount in on-site retail shops and restaurants
- 40% discount on Lego
- Merlin Magic Pass - 20 free tickets for you, your family, and friends to enjoy all Merlin Attractions worldwide
- Ongoing training and development opportunities
About the Company
- Merlin Entertainments