Guest Relations Complaints Specialist

3 weeks ago

Southampton, Southampton, United Kingdom Carnival Corporation and plc Full time
Job Title: Guest Relations Complaints Specialist

We are seeking a highly skilled Guest Relations Complaints Specialist to join our team at Carnival Corporation and plc. As a key member of our Contact Centre Operation, you will be responsible for managing customer contact throughout the complaint process, providing high-quality service to our guests, and ensuring that their concerns are resolved promptly and professionally.

About the Role

The Guest Relations Complaints Specialist will be responsible for:

  • Responding to all guest complaints with a high standard of professionalism and empathy, and providing solutions in line with agreed compensation guidelines.
  • Working with limited supervision to meet or exceed efficiency KPIs, Quality metrics & Customer satisfaction goals.
  • Being creative and proactive in identifying and resolving potential issues, maintaining a focus on guest experience, and ensuring that they are at the heart of everything we do.
  • Providing regular feedback on incoming trends and proactively questioning working practices to further enhance the guest experience.
About You

We are looking for a highly skilled and experienced individual who possesses:

  • 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.
  • Strong communication and interpersonal skills, with the ability to work effectively with colleagues and stakeholders.
What We Offer

We offer a comprehensive range of benefits, including:

  • 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 a 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.

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