At Merlin Entertainments, we’re a business built on creating magical moments for millions of guests across the globe. From LEGOLAND® to Madame Tussauds, SEA LIFE to Alton Towers Resort, we’re driven by guest obsession – and our Guest Excellence team is at the heart of delivering world-class experiences.

We’re now looking for an enthusiastic and customer-focused Guest Excellence Advisors to join our team at Chessington World of Adventures Resort.

What you’ll be doing

As a Guest Excellence Advisor, you’ll be the first point of contact for our guests, handling enquiries across email, live chat, social media, and telephone. You’ll be responsible for:

• Providing clear, professional, and empathetic responses to guest enquiries and complaints.

• Identifying guest needs and delivering quick, accurate, and effective solutions.

• Becoming a subject matter expert on our attractions, products, and services.

• Meeting agreed performance targets while always keeping guest satisfaction at the centre of what you do.

• Logging and maintaining accurate records of all guest interactions.

• Supporting the team by ensuring adequate coverage across channels and adhering to shift plans.

• Upholding data protection and GDPR requirements.

• Excellent written and verbal communication skills.

• Experience working in a Contact Centre or customer service environment.

• A track record of achieving targets and resolving complaints effectively.

• Strong problem-solving skills with the ability to remain calm under pressure.

• Great time management and organisational skills.

• An upbeat, approachable personality and a true team-player attitude.

• A passion for delivering outstanding customer service and creating memorable experiences.

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 want to become even better (our magic can help here). Benefits include Pension, Life Assurance, discretionary company bonus, 28 days’ holiday including bank holidays, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, an Enjoy the Ride pass which entitles you and 5 loved ones unlimited entry into your regional attractions, 25% discount in our retail shops and restaurants and 40% discount on LEGO, plus lots more!