Merlin Entertainments Hiring Contact Centre Advisors for Alton Towers Resort

If you’re looking to work in the theme park industry without being out in the park itself, this latest opportunity from Merlin Entertainments could be a perfect fit. The company is currently recruiting Contact Centre Advisors to support guest services for Alton Towers Resort, with roles based in Stoke-on-Trent.

This is a seasonal, fixed-term role running until late November 2026, making it ideal for anyone looking for flexible work within the attractions industry or a stepping stone into a longer-term career with Merlin.

What the Role Involves

Working as a Contact Centre Advisor means becoming the first point of contact for guests planning their visit. Rather than being on rides or in the park, you’ll be behind the scenes helping to shape the guest experience before they even arrive.

You’ll be handling enquiries across multiple channels including phone, email, live chat, and social media. Whether it’s helping a family book tickets, answering questions about rides, or resolving issues, your role is all about delivering a smooth and positive customer experience.

A big part of the job is also building strong knowledge of Merlin’s attractions, allowing you to confidently answer questions and provide helpful recommendations. You’ll also be expected to work towards performance targets while maintaining high service standards.

Hours, Pay & Contract Details

This role offers guaranteed hours with shifts scheduled between 8am and 10pm, and flexibility is essential. You’ll need to be available five days out of seven, including weekends and bank holidays, with at least one weekend day required.

The position is open to applicants aged 18 and over, and the current pay rate is £12.80 per hour.

Skills and Experience

Merlin is looking for confident communicators who enjoy working with people. Previous customer service experience is helpful, but not essential, meaning this could be a great entry-level role for many applicants.

You’ll need to be comfortable using systems like Microsoft Office and quick to learn new tools, as well as able to stay calm and organised in a fast-paced environment. Strong interpersonal skills and a positive attitude are key, especially when dealing with guest complaints or high volumes of enquiries.

Perks of the Job

One of the standout features of working for Merlin is the range of employee benefits. Successful applicants receive a Merlin Magic Pass, giving access to attractions across the company’s global portfolio, along with discounts on food, retail, and even LEGO products.

There’s also free parking, fortnightly pay, and access to a wide range of employee discounts through partner schemes. Importantly, Merlin highlights ongoing training and development, meaning this role could open the door to future opportunities within the business.

Is It Worth Applying?

For anyone based near Stoke-on-Trent (especially those interested in theme parks), this is a solid opportunity to get your foot in the door with one of the UK’s biggest attractions operators.

While it’s not a front-line park role, it plays a crucial part in the guest experience. If you enjoy helping people, working in a team, and being part of the theme park world, this could be a great fit—especially with the added bonus of free tickets and staff perks.

For more details and apply visit https://seasonalcareers-uk-merlinentertainments.icims.com/jobs/11740/contact-centre-advisor/job