Guest Relations Support Representative

6 months ago

Southampton, United Kingdom Carnival UK Full time

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**

The Guest Relations Support Representative is a front-line role within the Contact Centre responsible for providing high level customer service and support to guests and internal colleagues across a variety of tasks including (and not exclusive to) accessibility, shareholder queries, employee travel and price promise whilst also supporting administration duties that support the agreed departmental service levels.

This role provides assistance with product information and processes and also be responsible for problem solving issues that are causing guest frustration whilst ensuring they deliver a professional guest experience.

You will
- Ensure any queries and/or concerns are dealt with effectively and in a professional, friendly, and informed manner, supporting customer retention and protecting future revenue while reaching or exceeding customer satisfaction targets, quality goals and efficiency KPIs.
- Assess and process onboard needs requests in line with internal processes, ensuring the requirements for the guests are met and actioning call outs when necessary to accurately understand the guests needs.
- Contributes to and supports delivery of the Contact Centre performance by providing guidance and expertise to internal colleagues and guests. Providing feedback and support the identification of process or training gaps to further enhance the guest experience
- 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.

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 perm 12 months fixed term contract 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:

- 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 agency or tour operator background 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, working with 2 days per week in the office
- 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
- #LI-Hybrid_
- #Job Functions: Customer Service; Other; Sales;_
- #LI-NL1_

**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 scr

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