Senior Guest Support Representative
2 days ago
Carnival UK is the home of the prestigious cruise brands P&O and Cunard, and we operate spectacular ships all over the world We take our guests on fantastic holidays, tailored to their individual requirements, and this is supported by our 300 strong contact centre staff - and we are now building a team of Senior Guest Support Advisors to support the team
You will maintain a focus on guest experience, and ensure that they are at the heart of everything we do.
**The Role**
In the brand new role of Senior Guest Support Advisor, you will contribute to the a positive guest experience and overall business success - providing effective and professional support to the team, whilst supporting the relevant Team Leader and supporting crucial tasks which have a positive impact on our guests.
You will work closely with the Guest Support Team Leaders and oversee processes relating to the distribution of guest change communications, investigative work to problem solve, and take ownership of driving projects within the team.
As a Senior Advisor, you will handle, and provide guidance to advisors on complex complaints and escalations, and resolving these to the highest standard.
As many of our advisors work remotely, our Senior Advisors will also have this option.
**About You**
Our new Senior Advisors will have proven experience in a customer service role, and ideally am NVQ in customer service, although this isn’t essential. Your previous customer service experience will mean that you have excellent communication skills, and are confident in dealing with customers and colleagues at all levels.
You will be an expert with our brands, product and systems who has a coaching mindset to enable and support Advisors to provide the best possible service for our guests. A professional and positive attitude is essential, along with a determination to drive instrumental efficiencies within our department.
To see the full job description please click here
This role has been levelled at a CUK12
**About Us**:
- Carnival UK is the operating company for P&O Cruises & Cunard. We provide world class cruise holidays and take enormous pride in our service excellence, creeating unforgettable holiday happiness. We're looking for talented colleagues who will share our commitment to this purpose and to our global Cutlture Essentials Speak Up, Respect and Protect, Improve, Communicate, Listen & Learn and Empower.
- Working with us means you'll be part of a tight-knit but truly diverse global team of passionate people. You'll be supported to drive your development, from formal learning to the life lessons of worldwide travel. We believe in inclusion and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work. 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 support you to find a healthy balance of remote working and time in our fantastic office collaborating, taking part in events and developing the social connections that make working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.
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