Guest Experience Supervisor

2 weeks ago

London, Greater London, United Kingdom Merlin Entertainments Group Full time

Guest Experience Supervisor
The London Eye
London, GREATER LONDON, SE1 7PB
United Kingdom


Are you craving a new challenge, where you get to champion one of the best-known attractions in the world? We are looking for a Guest Experience Supervisor to step on and join the ride of working for the London Eye.

Why not come and work at our attraction that provides 360-degree views across London and experience the London skyline from a new perspective


You will work with the Senior Admissions and River Manager, and supervise the Customer Services team, whilst acting as the attraction's Accessibility and #GUESTOBSESSION champion.

This is primarily an office-based role but you must be willing to step onto the front line when needed.

You will take a hands-on approach to dealing with guest enquiries and correspondence, taking the lead on any high-profile or significant cases.

As you are our #GUESTOBSESSION champion it will be down to you to proactively analyse guest feedback from a variety of sources to identify solutions that allow us to provide a better guest experience.


This is a Permanent position, working full time hours Monday - Friday, with 1 weekend in 3, so flexibility will be needed.


Main Responsibilities

  • Supervise the Customer Service team to ensure all guest correspondence is dealt with in an appropriate and timely manner.
  • Take charge of all guest experience reporting for both attraction and group management team.
  • Proactively work to improve the guest journey both online and on site.
  • Take the lead in coordinating and composing responses to any highprofile guest complaints.
  • Act as the attraction's accessibility champion, focusing on ways to improve communication, processes and training.
  • Project and process management information to drive standards and improvement across the attraction.
  • To report on all complaints, praise, issues and solutions both within the attraction and to the central Product Excellence team.

What will we give in return?

  • A discretionary company bonus
  • 28 days holiday, including bank holidays
  • Access to an employee perks website offering discounts on everything from hotel stays to wellbeing classes
  • Travel loan scheme
  • Merlin Magic Pass allowing you, your family, and friends free entry into our attractions globally
  • 40% online LEGO discount
  • A truly inclusive culture where everyone is encouraged to be themselves at work and have access to career enabling 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.

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