What youll bring to the team
Accessibility Merlin Accessibility Assistant
Location: LEGOLAND® Windsor Resort, Windsor, SL4 4AY
Hours: Full time, fully flexible, any 5 days out of 7
JOB DESCRIPTION
The Merlin Accessibility Assistant manages all enquiries related to the Merlin Ride Access Pass (RAP) and escalates Accessibility support for Contact Centre Teams across all Merlin sites. The role handles high‑profile and sensitive cases with professionalism and empathy, while providing operational support by managing daily RAP allocations and monitoring capacity to ensure fair and effective access for guests.
KEY ACCOUNTABILITIES
* Manage and respond to all Merlin Ride Access Pass enquiries for all Merlin attractions, including high‑profile and complex cases.
* Handle complex Accessibility enquiries for all Merlin attractions, including high‑profile 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, aligning with our brand tone.
* Provide detailed information about products and services, addressing any questions or concerns customers may have.
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 guests needs and points of enquiry or feedback, clarify information and provide solutions.
* Organised, proactive, and capable of managing workload across multiple sites.
* Communicate clearly with guests and colleagues.
* Confident using internal systems and data to manage capacity and allocations.
* Ensure profit protection, data protection and GDPR requirements are adhered to.
* Meet response time targets on all forms of guest contact.
PERSONAL QUALITIES
* A willingness to learn and develop your skills.
* Passion for delivering excellent customer service and guest experience standards.
* Demonstrated ability to work independently, self‑motivated, using initiative and sound judgement to manage tasks and solve problems with minimal supervision.
* Commitment to delivering an inclusive and positive guest experience.
* Enjoyment of fun at work to create memorable experiences!
Benefits
* £12.80 Hourly
* 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 worldwide
* 25% discount in Merlin retail shops and restaurants
* Staff discount codes for Merlin Annual Passes to gift to loved ones
* Pro rata holiday allowance based on 28 days full‑time equivalent
* Private pension scheme
* Life assurance scheme
* Employee assistance programme
* Access to Perks at Work, 30,000+ national & local employee discounts
* Free staff parking
* Ongoing training & development
Pay Range
Competitive
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