Contact Centre Advisor

As a Contact Centre Advisor, you’ll be answering incoming guest enquiries, feedback and requests to make bookings via e-mails, chats, social media, and telephone calls aligned with our brand tone. Working towards key performance targets, you will deliver outstanding levels of customer service, helping to create memorable experiences for our customers.

• →Provide effective and efficient answers to guest enquiries.
• →Identify guests’ needs, clarify information, research every issue, and provide solutions.
• →Keep guest satisfaction and guest obsession at the core of every decision and behaviour.
• →Gain an excellent knowledge of products and attractions to answer queries and questions so you are a subject matter expert.
• →Resolve guest complaints as a first point of contact. Upholding the UK resolution matrix to ensure the consistency of guest recovery offered to any of our guests.
• →Adhere to daily plan regarding communication guest channel you are supporting at each interval during the day.
• →Ensure data protection and GDPR requirements are adhered to.
• →Ensuring guest feedback is adequately and effectively categorised to ensure feedback can be passed on.
• →Meet personal and team key performance targets.

• Excellent interpersonal skills with a polite, eloquent, and out-going demeanour
• Proficiency in using Contact Centre software, and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). 
• The confidence and ability to engage with colleagues across our business and with our guests.
• Experience of working within a customer service environment (contact centre preferred but not essential)
• The ability to work in a fast-paced industry.
• The ability to pick up new systems quickly and easily.