Customer Services Manager - Windsor, Berkshire

Customer Services Manager - Windsor, Berkshire

Job Type: Full Time

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

Hours: 37.5 hours per week, across a 7-day rota (any 5 days out of 7), including weekends and bank holidays as per our operational calendar

At LEGOLAND Windsor Resort our 2024 season is in full swing, and we are recruiting for a Customer Services Manager to join the team!

Our awesome Customer Services team look after post-visit guest feedback via multiple channels, and the Customer Services Manager will ensure the team are trained and supported to deliver the best possible standard of guest interaction.

You will empower your team to respond to guest feedback within our agreed SLAs, training, coaching, and motivating them to ensure our guest KPIs reach set targets and guest feedback is resolved in line with our service recovery guidelines and company values. Guest feedback is hugely important, and the Customer Services Manager will ensure our guests are listened to, respected, and cared for, with action being taken across the wider resort where necessary.

You’ll have a head for data as you identify trends and utilise guest feedback to action positive change across the Resort, and present reporting data back to your department Head and other Senior Leaders with whom you will build positive and communicative relationships.

As the Customer Services Manager, you will get involved in the front of house operation at the Resort, including the potential to train in the role of Park Duty Manager, where you will be out and about with our guests, receiving on the spot feedback and creating memorable moments within our Brick-Tastic theme park!

Qualifications & Experience

• Previous experience working as a Manager or Team Leader in a Customer Service function is essential
• You will have previously used data analysis to identify trends, present your findings and proactively find solutions
• As a Customer Services Manager you will, naturally, be passionate about your team delivering the highest possible standard of guest interactions, with proven experience of achieving guest or customer related KPIs
• You’ll be a comfortable and confident communicator, with the ability to resolve escalated guest feedback with respect, empathy and in line with our company values
• You will have excellent attention to detail and be proficient in MS Office Suite, specifically Excel. Experience using Avius Optimus, Accesso and / or Zendesk desirable 
• The successful candidate will be able to motivate their team, build relationships with key stakeholders across the wider business, and encourage new ideas within your team to further develop on our guest experience

Benefits

• 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!)
• Enjoy the Ride Merlin Passes for yourself and up to 5 loved ones!
• Staff discount codes for Merlin Annual Passes to gift to loved ones!
• 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 Customer Services Manager to join our AWESOME team at the UK’s favourite children’s theme park; the LEGOLAND® Windsor Resort. The LEGOLAND Windsor Resort is the ultimate destination for families with children age 2-12. The Resort is home to two awesome LEGO themed Hotels and a host of rides, shows and attractions built around the iconic LEGO® brick. This role is based at the Windsor theme park, located in 150 acres of beautiful parkland.

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 and one of the team will get back to you as soon as possible.

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.