Description:
The Merlin Accessibility Assistant is responsible for managing all enquiries relating to the Merlin Ride Access Pass (RAP) and guiding escalated Accessibility support for Contact Centre Teams for all Merlin sites. This includes handling high-profile and sensitive cases with professionalism, accuracy, and empathy. The role also provides operational support to sites by managing daily RAP allocation figures and monitoring capacity to ensure fair and effective access for guests.
JOB SCOPE
Key Accountabilities
- Manage and respond to all Merlin Ride Access Pass enquiries for all Merlin attractions, including high-profile and complex cases.
- Manage and respond to complex Accessibility enquiries for all Merlin attractions, including high-profile and complex cases from the Global Contact Centre Teams.
- Deliver clear, consistent, and empathetic communication in line with Merlin policies and guest experience standards.
- Assist site teams and accessibility champions with specialist Accessibility support.
- Liaise with internal stakeholders and site teams to resolve enquiries and support operational needs.
- Ensure compliance with data protection, accessibility standards, and internal procedures.
- Respond to customer inquiries via phone, email, live chat, review sites and social media promptly and courteously aligned with our brand tone.
- Provide detailed information about products and services, addressing any questions or concerns customers may have
Qualifications & Experience
SKILLS, EXPERIENCE & QUALIFICATIONS
- Experience and confidence in speaking directly with guests via all communication methods, verbal and written.
- Strong verbal and written communication skills with excellent attention to detail, including spelling, punctuation and grammar.
- Ability to manage sensitive and high-profile cases with discretion and empathy.
- Familiarity with ticketing systems, guest feedback platforms, and accessibility requirements is advantageous.
- Identify guest’s needs and points of enquiry or feedback, clarify information and provide solutions.
- Organised, proactive, and capable of managing workload across multiple sites.
- Be able to clearly communicate to our guests and with fellow colleagues.
- Confident using internal systems and data to manage capacity and allocations.
- Ensure profit protection, data protection and GDPR requirements are adhered to.
- Meeting response time targets on all forms of guest contact.