Our on-site customer operations team work tirelessly during the event to resolve face to face customer issues and to provide pro-active support to assist guests. Handling, logging, resolving and escalating complaints using our helpdesk software and in person escalations, the role incumbent should be flexible and adaptable to rotate through positions as required.
· Act as a first line escalation point for all on-site customer complaints, engaging with guests empathetically to maximise satisfaction.
· Working within customer operations protocols and procedures to mitigate and resolve complaints and issues.
· Management of all guest feedback, processing, responses and reporting via face to face, telephone, email general enquiries and social media channels via Zendesk platform.
· Liaison with all stakeholders, 3rd party vendors, ride operators, Royal Parks and other internal PWR/MARI departments.
· Collaboration with the office-based customer service team to ensure all complaints are dealt with seamlessly and promptly to meet PWR/MARI SLA’s.
· Ensure consistent and efficient logging and management of Zendesk help centres and the agent admin system for all customer enquiries at the information point.
· Ensure all general queries for the event are answered via Zendesk within 48 hours of the customer reaching out.
· Support all customers with ticketing queries, including package bookings, throughout the event through third-party scanning and look-up systems.
· Act as an Ambassador for Winter Wonderland’s Core Values: We Are Collaborative, We Strive for Excellence, We Are Respectful, We Are Passionate
· May include support on special events at Winter Wonderland throughout the event run, including but not limited to Preview Evening and Winter Wishes.
· Work very closely with operations management and ride management to assist in managing both operation Mistletoe and Oscar procedures.
· Work very closely with operations management and incident reporting team to assist from a customer service perspective throughout the live event, ensuring a duty of care and accurate record keeping.
Requirements
· Previous experience in a similar role in a busy, fast-paced environment
· Ability to work under pressure with accuracy and attention to detail
· Strong interpersonal skills and the ability to work collaboratively with diverse teams
· Excellent communication skills, both verbal and written, with the capacity to engage with individuals from varying backgrounds
· Creative problem-solving abilities and a proactive approach to implementing solutions.
· Flexibility and adaptability to work in a fast-paced, dynamic event environment.
· A genuine desire to deliver exceptional customer service