Guest Support Representative - Full Time and Part Time Hours - Homebased or Hybrid Southampton, England
Job description
Job 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.
The Role
Do you have a flair for customer service and love a challenge? Do you love to turn a negative into a positive or just help with customer queries? If so, we have the role for you!
Guest Support Representatives provide an integral service to our guests – delivering excellent customer service and support through phone, email and postal channels, as well as internal referrals. This role covers the full guest journey from pre booking, pre cruise, cruise and post cruise. You will make contact with guests through a variety of channels (mainly over the phone) to provide 'a one and done' resolution.
You will be dealing with guests enquiries, positive engagement, negative reactions and complaints, and always aim to resolve issues in the first point of contact, and in line with our Culture Essentials/values, ensuring that guests are happy, informed, and are left with a positive impression.
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
- Experience in a customer facing role, and used to dealing with complaints and queries
Although not essential, if you have experience in the travel and tourism industry, or any qualifications in this area, that would be a bonus.
Being part of our team has its benefits…
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 4 weeks training
- Opportunity to visit ships in our fleet in Southampton
- Employee Discounted Cruising plus Friends and Family offers and late availability cruises
- Home and office-based hybrid working
- Regular office events including live entertainment, lifestyle events and charity partner fundraisers
- Extensive learning and development opportunities
- Minimum 25 days leave, bank holiday allowance and holiday trading scheme
- Fantastic office space and location, close to local amenities and cruise ports in the heart of Southampton, offering a fun vibrant culture
- Employee-led networks
- Employee Assistance and Wellbeing programmes
- Recognition scheme with prizes and awards
- Contributory Defined Contribution Pension scheme
- Company paid Health Cash Plan and health assessment
- In-house Occupational Health support and access to digital GP
- Life Assurance
- Parental and adoption leave
- Employee Shares Plan
- Electric Car and Cycle to Work schemes
- Onsite restaurant offering range of healthy cooked and grab and go meals
- Discounted retail and leisure via discounts portal
About Us
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.
