Job descriptionJob Description We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but really relevant skills, we’d love to hear from you. We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements. The Role As one of our Support Advisors, you will demonstrate a passion for our brand when talking to our guests and travel agent partners, using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via outbound calls. Where possible you will always aim to provide a first call resolution to deliver the desired outcome. We will look to you to build a trusting relationship with our guests, proactively identifying itineraries and cruise products that match their needs to make a booking. Delivering guest satisfaction and a memorable experience is what we’re in the business for, and you’ll be at the heart of that. Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK13 and is offered on a full-time or part-time, permanent basis with at least two days based in our Southampton office or may be considered on a fully remote basis where applicable. Hours can be provided between 22.5 hours per week - 40 hours per week with set rotations. About You Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, you’ll also need: Excellent customer service skills, with the desire to go the extra mile for our guests and travel partnersAbility to resolve enquiries and complaints, delivering first call resolution to a high-quality standardAbility to identify opportunities to retain guests’ bookings by promoting our product features and benefitsExperience within a contact centre/high volume/customer service/ travel industry roleExperience of working towards and achieving KPI’s, including telephony, sales and guest satisfaction measuresFlexibility to work shift patterns including evenings and weekends Being part of our team has its advantages… We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help support your personal and financial health and wellbeing. Comprehensive training and embedding periodOpportunity to visit ships in our fleet in SouthamptonEmployee Discounted Cruising plus Friends and Family offers and late availability cruisesHome and office-based hybrid working (minimum two office days)Regular office events including live entertainment, lifestyle events and charity partner fundraisersExtensive learning and development opportunitiesMinimum 25 days leave, bank holiday allowance and holiday trading schemeFantastic office space and location, close to local amenities and cruise ports in the heart of Southampton, offering a fun vibrant cultureEmployee-led networksEmployee Assistance and Wellbeing programmesRecognition scheme with prizes and awardsContributory Defined Contribution Pension schemeCompany paid Health Cash Plan and health assessmentIn-house Occupational Health support and access to digital GPLife AssuranceParental and adoption leaveEmployee Shares PlanElectric Car and Cycle to Work schemesOnsite restaurant offering range of healthy cooked and grab and go mealsDiscounted retail and leisure via discounts portal About Us Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise. No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people. Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion. It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice. To keep everyone on board fit and well, colleagues who visit or work on our ships must be fully vaccinated, including boosters. We’re reviewing this requirement regularly. About the Team As part of our Shared Service function, the Contact Centre Operation is the heart of what we do. With over 250 employees in Carnival House, we are the cornerstone of P&O Cruises and Cunard. Our roles include; Personal Cruise Advisor, Flights Advisor, Guest Services Coordinator and Guest Relations Representative. It is often the first place where our guests contact us, so high levels of service are really important. There are also a variety of support roles working alongside our Contact Centre telephony teams including; Service Development, Resource Planning & Performance and Communications. Join us on our journey - apply now.
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