Guest Support Duty Manager

Unit 5-6 Silverglade Business Park, Leatherhead Road
Chessington, SURREY, KT9 2QL
United Kingdom

 

Are you passionate about leading others to deliver exceptional customer service? Are you able to commute to Chessington in Surrey? Then join the amazing team at The Merlin Customer Service Centre, as a Guest Support Duty Manager!

About the role

Provide day to day line management of a team of Guest Support AdvisorsLead our multi-channel teams to deliver outstanding levels of customer service by telephone, live chat and e-mailEnsure the delivery of high standards of performance in line with Merlin valuesMaintain high levels of productivity, motivation and morale within the teamAnswering day to day enquiries from agents and escalated guest enquiriesEnsure that the team has the information that they need to provide excellent customer service to our guests 

We are offering 5 days out of 7 between Monday and Sunday. You will be expected to work a mixture of both the following shifts; 8.00am to 6.00pm, or 8pm to 6am, both including weekends and bank holidays. 

 This role is a fixed-term contract until November 2019. Our rates of pay are £10.71 p/h for day shifts & £11.71 p/h for night shifts, in a fun and exciting environment! 

Alongside this, there are many perks of being a Merlin employee, including our Merlin Magic Pass which allows free entry to our attractions for you and your family and friends, corporate discount on cinema tickets & O2 and much more!

 

About you

We are looking for the following skills and experience;

Previous team leader/supervisory experience in a customer focused industryExcellent command of oral and written English together with excellent communication skillsConfident leading a team and getting the best from them on a daily basis as well dealing with escalated guest enquiriesGood attention to detail is essentialBe an organised individual who has excellent time management skillsA positive can-do approachEnjoys working as part of and leading a team to deliver outstanding resultsApplicants must be 18 years+

 

About the benefits

Join our fun and friendly team at Merlin and you’ll reap the rewards that come with working for Merlin Entertainments. Alongside a competitive rate of pay, you will be entitled to 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. Perhaps the biggest benefits of joining us, however, are the outstanding opportunities for career development across the expanding group.
About us
Merlin Entertainments plc is the leading name in location-based, family entertainment, and has seen the most successful and dynamic growth of any company in the sector over the last five years. Europe’s Number 1 and the world’s second-largest visitor attraction operator, Merlin now operates over 100 attractions, nine hotels/three holiday villages in 22 countries and across four continents. The company aims to deliver memorable and rewarding experiences to its visitors (60 million visitors worldwide!) through its iconic global and local brands – including Madame Tussauds, SEA LIFE and LEGOLAND®.