2023 Customer Service Team Leader - Chessington, Surrey

We are currently looking for a Customer Service Team Leader

Location: Chessington World of Adventures, Surrey KT9 2NE

Hours: Full time & part time, fully flexible. Fixed term contract from March 2023 to November.  Working weekends and bank holidays as required.

Benefits: Hourly rate of £10.76, 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!

Chessington World of Adventures Resort is the UK's wildest adventure! With our Theme Park, Zoo, spectacular Hotels and Go Ape Courses, there are plenty of roaringly exciting career paths available. We're also a part of the Merlin Entertainments family - associated with attractions like SEA LIFE, LEGOLAND Parks, Madame Tussauds and more!

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.

About You 

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.

What’s Next?

If this sounds like something you could do, then complete our short application (no CV needed!) You could then be in with the chance of an invitation to one of our hiring events where you could get the job on the day!

What’s on Offer?

• A competitive hourly rate
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel 25% discount in our 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 our Merlin Attractions across the world
• Ongoing training and development opportunities

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.