Customer Engagement Officer

This position plays a pivotal role within our communications function and is a key touchpoint for customer engagement across the business. With responsibility for managing all customer requests, queries, complaints and comments across multiple channels, this role will always deliver an excellent standard of professionalism and customer service. Supported by the Customer Engagement Crew and wider team, this role will include interacting with our guests via our customer service system, including telephone, email and webchat. The role will be primarily Monday – Friday but will need to cover one weekend in four.
This role will also support with weekly VSAT reporting and in quieter periods will assist with desk-based research for varied projects and insights needed across the business.

Our customers connect with us in a variety of ways, so it is important that the successful applicant will understand and engage with the ‘Voice of The Customer’ to:

• Capture valuable customer feedback about their experience.
• Identify areas of the experience that could be enhanced or improved.
• Create advocacy.
• Create and maintain online buzz/excitement to visit.
• Monitor, maintain and enhance brand reputation.

This role is key to achieving these objectives and will work closely with the Visitor Experience and Marketing & Communications teams to be a Brand Ambassador, ensuring the ‘Voice of The Customer’ is central to everything we do, delivering world class customer service to those in need of assistance and strengthening our brand reputation across all channels.

A robust benefits package includes generous incremental holiday allowances and company sick pay scheme, private health insurance, employee assistance programme and a range of benefits and discounts with partner organisations.