Add a personal touch to every visit!

Our talent agents are scouting for the latest star to join our phenomenal cast. We’re looking for a Guest Experience Administrator to enhance the glitz and the glam through positive customer service and guest correspondence.

The role is a permanent, full-time role. Madame Tussauds London is open daily and so flexibility will be needed, including evenings, weekends, and bank holidays as required.

You’ll be the voice of the attraction for all guests pre and post visit, ensuring their questions are answered before they arrive and carefully managing any complaints that are received once they have left site, resolving efficiently and professionally. You will take the lead on managing customer reviews, ensuring there is a 100% response rate while spearheading new initiatives to drive numbers.

Occasionally you will be expected to support the front-line teams within the attraction, interacting with guests to ensure that they have the most immersive experience possible. Whether that’s helping control queue lines or ensuring the safe running of Marvel 4D cinema and Spirit of London ride. We will need you to have tons of enthusiasm and willingness to go above and beyond so that all our guests leave with a smile on their face.

• Excellent level of both written and spoken English
• Previous experience of delivering the very best in customer service from within a fast moving, customer-orientated environment.
• Able to think on your feet and solve problems creatively as well as using your initiative to confidently make decisions. 
• Ideally you will have previous experience of using database and reporting systems, but full training will be given.
• Overall, we need someone that can thrive and work to a high standard within a busy and often pressurised environment.

• A Merlin Magic pass allowing your friends and family to visit our attractions
• Employee Assistance Programme
• 40% online LEGO discount and 25% discount in retail and food
• Access to an exclusive employee discount website and much more  

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Gatewayuk.Recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.