Customer Operations Responder

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.

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