Customer Services Team Leader - Chessington, Surrey
Hours: Full time & part time seasonal role until November 2022. Working weekends and bank holidays as required.
Benefits: Hourly rate of £9.84, exclusive discount on our animal VIP experiences, ongoing training opportunities and a Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world, plus much more!
We are currently recruiting for a full time and part time Team Leader to join our Guest Help & Information Team
About the Role
The main areas of responsibility include supporting the Guest Help and Information team in leading service recovery and delivering customer service excellence. You will ensure that you take responsibility for responding to enquiries & feedback, looking for ways to resolve adventurer feedback via Email, Phone calls and Social Media and review sites to ensure that strict Service Level agreement deadlines are kept to.
You will be key in monitoring our pre & post visit feedback ensuring all comments are responded to in a timely and effective manner; working very closely with our team to improve our guest journey. This role will need to take full ownership of on the day feedback and ensure effective and clear communication of feedback is passed on to department duty managers and Senior management to ensure that any issues are resolved to improve the daily guest journey.
There will be times that you take on the role of Department Duty Manager for the Front of house team and for the Contact Centre Operation, helping to run the day to day operation in Guest Help and Information and dealing with any on the day enquiries or feedback from our Adventurer’s on site, as well as escalated complaints both on the day and pre or post visit and are the standard bearers for Guest communication.
The role will involve Indirectly managing a daily Front of House and Back of House operation, ensuring that the Senior Host Team are given coaching, training and support as well as analysing their performance to ensure the highest standards are met. As well as supporting the Senior Resort Excellence Team Leader and Resort Excellence Manager (Park) with performance and absence management.
This is a seasonal role working weekends and bank holidays as required to meet the needs of the business.
This role would suit someone who wants to progress in the customer service area & leisure industry. Our ideal candidate will have bags of enthusiasm & energy. You will have a responsible approach, caring nature and good problem solving skills. You will also have strong communication & organisation skills, with strong writing capabilities and a pleasant telephone manner with the ability to see the bigger picture whilst possessing a proactive nature.
We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects. Benefits include an hourly rate of pay up to £9.25 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.
Everyone Matters at Merlin.
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!
Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.