Guest Support Representative

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 need new Guest Support Representatives to help us

We have big plans for the future and with new ships on the horizon, there has never been a more exciting time to join us.

**The Role**

Do you have a flair for customer service and love a challenge? Do you love to turn a negative into a positive or just help with customer queries? If so, we have the role for you

You will be dealing with guests enquiries, positive engagement, negative reactions and complaints, and always aim to resolve issues in the first point of contact, and in line with our Culture Essentials / values, ensuring that guests are happy, informed, and are left with a positive impression.

**About You**

Does the above sound interesting and something you could be truly passionate about? If so, we can’t wait to hear from you What do we need from you? Our new Guest Support Representatives will have excellent customer skills, with experience in a customer facing role, and used to dealing with complaints and queries.

Although not essential, if you have experience in the travel and tourism industry, or any qualifications in this area, that would be a bonus.

We are looking for full time members of the team, so you must be able to commit to a full time role of 37.5 hours per week. We can offer fully remote contracts, as well as hybrid working, where you can work from our beautiful Southampton office as well as at home.

You can access the full job description for this position here.

This role has been levelled at a CUK13

**About Us**:
Carnival UK is the operating company for P&O Cruises & Cunard. We provide world class cruise holidays and take enormous pride from bringing to life two of the most iconic brands from Britain’s rich seafaring heritage. That legacy of elegance and style, of beautiful ships, inspiring leadership and guest-obsessed service excellence lives on today, as we evolve ourselves for tomorrow.

Working at Carnival UK means being part of a tight-knit but truly global team made up of friendly, happy, caring people. Parts of our business are incredibly diverse, but we work hard every day to promote even greater inclusion, fresh ideas and different perspectives. Whatever our role or background, we share high standards, heartfelt values and a sense of belonging. We’re focused on wellbeing every day, as well as being supportive and compassionate when we need it most. We stand by our Culture Essentials which help us live out our shared commitments across the globe and include our commitment to Speak Up, Respect and Protect, Improve, Communicate, Listen & Learn and Empower.

As a growing business we have a big focus on developing skills and continuous learning. From formal qualification to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities. All of our roles give people the chance to stretch themselves and learn from colleagues with a wealth of experience. As our business grows, we want our people to grow too. So we’re determined to create opportunities for everyone to drive their development and define their own career path.

**About the Team**:
As part of our Shared Service function, the Contact Centre Operation is the heart of what we do. With over 250 employees in Carnival House, we are the cornerstone of P&O Cruises and Cunard. Our roles include; Personal Cruise Advisor, Flights Advisor, Guest Services Coordinator and Guest Relations Representative. It is often the first place where our guests contact us, so high levels of service are really important. There are also a variety of support roles working alongside our Contact Centre telephony teams including; Service Development, Resource Planning & Performance and Communications.