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Guest Excellence Coordinator
1 week ago
Guest Excellence Coordinator
Chessington World of Adventures Resort, Leatherhead Road, Chessington, Surrey, KT9 2NE
A job with Merlin isn't like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don't trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you.
Passionate, dedicated people who are committed to making sure our worldwide attractions and guests' experiences are the best they can be.
Are you passionate about creating exceptional guest experiences? We are looking for two
Guest Excellence Coordinators to join our Central Team.
These roles will be based at our Chessington office, both offered on a permanent basis with one full time and one part-time opportunity.
About the Role...
As
Guest Excellence Coordinator, you'll be at the heart of our mission to deliver outstanding guest service.
You will be responsible for updating guest-facing knowledge-based articles for all attractions that have a Help Centre; and training any chat-bots that are deployed on guest sites, supporting with their initial deployments.
You will also be responsible for the user admin and configuration of Contact Centre systems (for example ZenDesk).You will ensure all attractions' Help Centre and new user requests are accurately actioned within the pre-defined SLAs as well as monitoring the performance of Contact Centres through the Merlin Quality Assurance program, and provide regular feedback and reports.
About You...
- Have excellent written and verbal communication skills.
- Competent in Microsoft Word, Excel, Project, PowerPoint, and Outlook.
- Experience with NICE CXOne and ZenDesk is beneficial.
- Previous experience managing endtoend projects.
- Ability to effectively communicate Contact Centre data.
- Experience working in a Contact Centre (or similar) environment
The Benefits
We're growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects - ideal if you're already fantastic and can quickly become even better (our magic can help here).
Benefits include Pension, Life Assurance, discretionary company bonus, 20 days' holiday 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 mattersTogether, 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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