Guest Relations Complaints Specialist

5 days ago


Southampton, Southampton, United Kingdom Carnival Corporation and plc Full time
Job Description

We are seeking a highly skilled Guest Relations Complaints Specialist to join our team. As a key member of our Contact Centre Operation, you will be responsible for managing customer contact throughout the complaint process.

The successful candidate will be a trusted resolution expert, responding promptly to complaints and managing case loads within agreed service levels and ABTA regulated time frames.

You will provide high-quality service to our guests from across all areas of the guest journey, from pre-booking to post-cruise.

Key Responsibilities
  • Respond to all guest complaints with a high standard of professionalism and empathy, and with solutions in line with agreed compensation guidelines.
  • 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.
  • Provide regular feedback on incoming trends and proactively question working practices to further enhance the guest experience.

We offer a range of benefits, including hybrid working, recognition schemes, employee discounts, and extensive learning and development opportunities.

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we would love to hear from you.



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