Contact Centre Assistant - Windsor, Berkshire

Location: LEGOLAND® Windsor Resort, Windsor, SL4 4AY

Hours: Full time fully flexible, any 5 days out of 7

Contract Type: Permanent, hourly paid

Here at LEGOLAND® Windsor Resort our 2024 season is in full swing, and we are recruiting for a Contact Centre Assistant to join the team!

Our Contact Centre forms part of our Guest Excellence Department, who work with our guests to elevate their experience with us, both before they arrive for their visit and after they have left the theme park or resort hotels.

As a Contact Centre Assistant, you will be answering incoming guest queries via several platforms including telephone, live chat, and email, ensuring you are meeting our agreed SLAs and guest queries are resolved appropriately and aligned to the Merlin brand values.

You will be answering pre and post-visit queries and will ultimately become an expert knowledge holder in all things LEGOLAND Windsor Resort!

Qualification & Experience

• A confident and clear communicator in both written and verbal communications
• Experience in a solution-based customer service role is essential, alongside proven experience of de-escalating guest complaints and ensuring any agreed compensation is relevant to the nature of the initial feedback
• You must be passionate about delivering first class customer service, regardless of the scenario
• Previous experience within a call centre environment is desirable

Benefits

• Pay of £12.04 per hour 
• 40% discount off LEGO sets and products on the online LEGO Store!
• Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones! 
• Fortnightly pay
• Pro rata holiday allowance based on 28 days full time equivalent
• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Free staff parking
• Ongoing training & development

About the LEGOLAND® Windsor Resort

We are looking for a Contact Centre Assistant to join our team at the LEGOLAND® Windsor Resort. Our Resort is home to over 55 rides, live shows and attractions and is known the world over as being the ultimate LEGO® theme park experience for families with children aged 2-12 in the UK!

Set in 150 acres of parkland, LEGOLAND is home to not only the iconic theme park, but also offers two incredible LEGO themed Hotels plus the brand new Woodland Village opening in 2024! This role is based at the Windsor Resort site – which is pretty awesome if you ask us!

About Merlin

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.

If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email at jobs@legoland.co.uk and one of the team will get back to you as soon as possible.

Pay Range

GBP £12.04/Hr.

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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.