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2023 Accessibility Team Leader

Chessington World of Adventures Resort, Leatherhead Road
Chessington, SURREY, KT9 2NE
United Kingdom

We are currently looking for an Accessibility Team Leader

Location: Chessington World of Adventures Resort, Surrey, KT9 2NE
Hours: Fixed term contracts until November 2023, full time averaging 40 hours per week, working evenings, weekends and bank holidays as required by the business
Benefits: £10.76 per hour, discount on our animal VIP experiences and Go Ape course, discounts on our Hotels and a Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world.

Chessington World of Adventures Resort is the UK's wildest adventure! With our Theme Park, Zoo, and our spectacular Hotel, there are plenty of roaringly exciting career paths available. We're also a part of the Merlin Entertainments family - associated with attractions like SEA LIFE, LEGOLAND Parks, Madame Tussauds and More!

About the Role

We are seeking a dedicated and empathetic individual to join our team as an Accessibility Team Leader . In this role, you will play a vital role in ensuring that our guests with disabilities have a positive and inclusive experience throughout their visit. You will be responsible for managing accessibility inquiries both before guests' visits and on the day, as well as overseeing a team positioned at ride access pass entrances.

Additionally, you will handle escalated accessibility complaints and collaborate with various departments to ensure the resort is as accessible as possible. If you are passionate about inclusivity, possess excellent communication skills, and have a strong commitment to customer service, we encourage you to apply for this position.

Responsibilities:

• Manage and respond to accessibility inquiries from guests before their visit, providing accurate and comprehensive information to ensure their needs are met during their visit.
  
• Address accessibility inquiries and concerns from guests on the day, providing prompt and courteous assistance to ensure their visit is enjoyable and accommodating.
  
• Supervise and support a team stationed at ride access pass entrances, ensuring they have the necessary resources and training to assist guests with disabilities effectively.
  
• Handle escalated accessibility complaints, investigating issues thoroughly, and working towards a satisfactory resolution for the guest.
  
• Collaborate with various departments, such as Operations, Guest Services, and Facilities, to identify and implement improvements that enhance accessibility across the resort.
  
• Conduct regular accessibility assessments and audits throughout the resort, identifying any barriers or areas for improvement and providing recommendations for modifications or adjustments.
  
• Stay informed about accessibility regulations and guidelines, ensuring the resort's compliance and making necessary updates to policies and procedures.
• Provide ongoing training and support to team members, promoting a culture of inclusivity and ensuring they have the knowledge and skills to accommodate guests with disabilities.

About You

• Be a strong team player with an upbeat and approachable persona
• Good attention to detail
• Be an organized individual who has excellent time management skills and be flexible to changing priorities and demands
• A passion for delivering, and leading others to deliver, excellent customer service
• Previous supervisory experience within a customer service environment is preferable

What’s Next?

If this sounds like something you could do, then complete our short application (no CV needed!)

You could then be in with the chance of an invitation to one of our hiring events where you could get the job on the day!

What’s on Offer?

• A competitive hourly rate
  
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel
  
• 25% discount in our on-site retail shops and restaurants
  
• 40% discount on Lego
  
• Merlin Magic Pass - 20 free tickets for you, your family, and friends to enjoy all our Merlin Attractions across the world
  
• Ongoing training and development opportunities

Everyone Matters at Merlin.
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!
Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.