Overview
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 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.
Key Responsibilities
* 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
* 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.
Personal Qualities
* A willingness to learn and develop your skills.
* Have a passion for delivering excellent customer service and guest experience standards.
* Demonstrates the ability to work independently, self-motivated, using initiative and sound judgment to manage tasks and solve problems with minimal supervision.
* Have passion for our brand and accessibility standards.
* Commitment to delivering an inclusive and positive guest experience.
* Most importantly, have fun at work to create memorable experiences!
Health & Safety
* Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Policy (HS001) and the law. They must follow safe working procedures for all work activities and must not use tools or equipment for which they have not been trained. Incidents must be reported to the line manager and cooperation with investigation is required.
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 Merlin Attractions globally
* 25% discount in Merlin retail shops and restaurants
* Staff discount codes for Merlin Annual Passes to gift
* 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 with 30,000+ national & local discounts
* Free staff parking
* Ongoing training & development
About LEGOLAND Windsor Resort
We are looking for Accessibility Assistants to join our AWESOME team at the UK’s favourite children’s theme park; the LEGOLAND Windsor Resort. The LEGOLAND Windsor Resort is the destination for families with children age 2-12, featuring three LEGO-themed hotels and a variety of rides, shows and attractions at Windsor theme park.
About Merlin
A job with Merlin focuses on delivering memorable guest experiences around the world. For questions or to request reasonable adjustments due to disability or medical condition, please contact recruitment@merlinentertainments.biz.
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