Contact Centre Advisor/partnership Helpdesk Advisor
4 weeks ago
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 relevantskills, 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 opportunityto discuss reduced hours and job share arrangements.
**The Role**
In the role of the Contact Centre Cruise Advisor, 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 postcruise. Where possible you will always aim to provide a first call resolution in order 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 matchtheir needs in order 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 permanent basis with at least two days based in our Southampton office.
**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 partners.
- Ability to resolve enquiries and complaints, delivering first call resolution to a high-quality standard.
- Ability to identify opportunities to retain guests bookings by promoting our product features and benefits
- Experience within a contact centre/high volume/customer service/ travel industry role
- Experience of working towards and achieving KPI’s, including telephony, sales and guest satisfaction measures
- Flexibility 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 period
- 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 (minimum two office days)
- 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
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