Guest Support Representative
Carnival Corporation
Southampton, England
4d ago

Job Description

As a market leader in the cruise industry, Carnival operate spectacular ships all over the world. Develop your future with a world-leading cruise company that includes the prestigious P&O Cruises and Cunard Line brands and join our exciting Guest Support team as a Guest Support Representative and you’ll enjoy every opportunity in a genuinely fun and creative environment.

We have big plans for the future and with new ships on the horizon, there has never been a more exciting time to join us.

The Role

In this role you will be responsible for providing a high level of customer service and support on an as needed basis to respond to guest enquiries and complaints received through email and postal channels, or referrals made by internal departments.

These communications will vary across a range of subjects; including guest enquires relating to the brand products or booking / process queries, positive engagement and negative reactions and complaints.

These will be from across all areas of the guest journey from pre booking to post cruise.

It’s a fantastic opportunity, with excellent scope and all the support you need to succeed both in your role and your career.

About You

To be successful in this role you will have previous experience of working in a high-performing customer service team, along with experience of handling complaints or challenging conversations.

In addition you will have a clear communications style, using the preferred method of telephone and written communication via email and letter when required.

For this position, you'll need to show real passion and commitment, demonstrating resilience and ownership in everything you do.

This role is a full time, permanent position, you may be required to work every other Saturday, but don’t worry you’ll also have a day off in the week.

You’ll be based part time in our beautiful, welcoming office in the heart of Southampton (and you’ll get plenty of discounts with local businesses!) which is conveniently located close to transport links to Winchester, Portsmouth and Bournemouth.

You will be working from home on the days you are not in the office, which offers great flexibility.

We’ll pay you a competitive salary and you’ll be eligible for HUGE discounts on our holidays so that you can experience the inspirational brands you’ll be selling and talking about every day.

You can view the job description here

This role has been levelled at a CUK13

About Us

Carnival UK is the operating company for P&O Cruises & Cunard. We provide world class cruise holidays and take enormous pride from bringing to life two of the most iconic brands from Britain’s rich seafaring heritage.

That legacy of elegance and style, of beautiful ships, inspiring leadership and guest-obsessed service excellence lives on today, as we evolve ourselves for tomorrow.

Working at Carnival UK means being part of a tight-knit but truly global team made up of friendly, happy, caring people.

Parts of our business are incredibly diverse, but we work hard every day to promote even greater inclusion, fresh ideas and different perspectives.

Whatever our role or background, we share high standards, heartfelt values and a sense of belonging. We’re focused on wellbeing every day, as well as being supportive and compassionate when we need it most.

We stand by our Culture Essentials which help us live out our shared commitments across the globe and include our commitment to Speak Up, Respect and Protect, Improve, Communicate, Listen & Learn and Empower.

As a growing business we have a big focus on developing skills and continuous learning. From formal qualification to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities.

All of our roles give people the chance to stretch themselves and learn from colleagues with a wealth of experience. As our business grows, we want our people to grow too.

So we’re determined to create opportunities for everyone to drive their development and define their own career path.

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.

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