Guest Excellence Coordinator

3 months ago


Chessington, United Kingdom Chessington World of Adventures Full time

**Guest Excellence Coordinator**

Chessington World of Adventures Resort, Leatherhead Road
Chessington, SURREY, KT9 2NE
United Kingdom

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.

Due to internal progression, we are looking for a **Guest Excellence Coordinator** to join our Strategy team. This role will be based at our Chessington World of Adventures Resort office, is offered on a permanent basis with a salary of £24,731 per annum.

**About the Role...**

In this role as a **Guest Excellence Coordinator**, your primary objectives include ensuring the timely and accurate update of guest-facing Help Centres on attraction websites using Zendesk. You will actively contribute to the design and execution of technology change programs within the Contact Centres, fostering strong relationships with the Guest Experience and Marketing teams.

You will play a vital role in maintaining records and documentation to support system changes and implementing innovative Help Centre widgets on attraction websites. Analysing Help Centre usage reports and collaborating with the Planning & Analytics Lead to report on monthly platform intents will be integral to enhancing guest self-service experiences.

Your daily tasks will involve reviewing suspended and flagged tickets within Zendesk, actively designing, configuring, training, and maintaining chatbots to reduce incoming contacts. Managing refund and internal support inboxes, as well as providing support to the Merlin Annual Pass Team Leader when required, completes your spectrum of responsibilities in this dynamic role. This position offers an exciting opportunity to contribute to the enhancement of guest experiences across our attractions.

**About You...**
- Possess excellent written and verbal communication skills.
- Competent in full Microsoft Office Suite
- Experience with NICE CXOne, Zendesk and PowerBI is beneficial
- Previous experience managing end-to-end 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, 28 days’ holiday including bank holidays, 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.

LI-ML2



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