Job Information
Carnival Cruise Line Guest Relations Complaints Specialist in Southampton, United Kingdom
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. We welcome the opportunity to discuss reduced hours and job share arrangements.
The Role
A Guest Relations Complaints Specialist is responsible for managing customer contact throughout the complaint process. They are a trusted resolution expert responding promptly to complaints and managing case load within agreed service levels and ABTA regulated time frames.
The role holder will provide high-quality service to our guests from across all areas of the guest journey from pre booking to post cruise.
You will
Respond to all guest complaints with a high standard of professionalism and empathy and with solutions in line with agreed compensation guidelines. Escalating concerns and any potential risks accordingly that may result in negative guest sentiment or brand reputational damage.
Work with limited supervision to meet or exceed efficiency KPIs, Quality metrics & Customer satisfaction goals
Be creative and proactive in identifying and resolving potential issues, maintaining a focus on guest experience, ensuring they are at the heart of everything we do
Provide regular feedback on incoming trends and proactively question working practices to further enhance the guest experience
Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK12 and is offered on a full time permanent basis with hybrid working in our Southampton office (a minimum of 2 days per week office-based).
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:
To be an effective communicator both verbal and written
Exceptional customer service skills including active listening, empathy, problem-solving skills and a confident telephone manner.
Proven experience in Contact Centre customer services/ complaints environment
Travel industry experience advantageous but not essential.
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 your personal and financial health and wellbeing.
Home and office-based hybrid working
Recognition scheme with prizes and awards
Employee Discounted Cruising plus Friends and Family offers
Regular office events including live entertainment, lifestyle events and charity partner fundraisers
Extensive learning and development opportunities
Employee-led networks
Employee Assistance and Wellbeing programmes
Company paid Health Cash Plan and health assessment
In-house Occupational Health help 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
Minimum 25 days leave, bank holiday allowance and holiday trading scheme
Contributory Defined Contribution Pension scheme
A friendly welcome with help settling in
Please note: Being able to create unforgettable holiday happiness is a brilliant opportunity so we often receive high volumes of applications for our roles. In these cases we may close our job adverts early and aren’t able to consider applications once this happens.
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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.
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.