At a Glance
- Tasks: Assist guests with queries and provide exceptional customer service in a vibrant contact centre.
- Company: Join Carnival UK, home to iconic brands like P&O Cruises and Cunard.
- Benefits: Enjoy employee discounts, health plans, and 25+ days of leave.
- Other info: Hybrid work model with opportunities for personal and professional development.
- Why this job: Be part of a supportive community that values growth and work-life balance.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
We take enormous pride from bringing to life P&O Cruises and Cunard; two of the most iconic brands from Britain’s rich seafaring heritage. From superstars of the stage, celebrity chefs and literary leaders, our brands are buoyed by the partnerships we forge. As one of our Contact Centre Support Advisors, you will demonstrate a passion for our brands when talking to our guests.
Key Responsibilities Include:
- Using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via inbound calls in a contact centre.
- Providing a first call resolution to deliver the desired outcome.
- Building trusting relationships with our guests, proactively identifying itineraries and cruise products that match their needs.
- Delivering guest satisfaction and a memorable experience.
This role is classified as CUK13 and is available on a full-time basis. We offer hybrid work with a minimum of two days per week in our Southampton office.
Requirements: What You Need to Succeed
- Effective communication skills and be able to offer great customer service, with the desire to go the extra mile for our guests and travel partners.
- Be a problem solver with the ability to resolve enquiries and complaints, delivering first call resolution to a high-quality standard.
- Use product knowledge to identify opportunities to retain guests’ bookings by promoting our product features and benefits.
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.
About You: The Ideal Candidate
- Professionalism – be ready for work, courteous to colleagues and protect customer information.
- Positive Attitude.
- Team Collaboration.
- Adaptability.
Interview Process: You will be asked to an online assessments (tasks and a one-way video interview) and then attend a face-to-face interview in Carnival House, Southampton. Interview dates will be throughout July and August. Start dates: September 2026. We may also talent pool for future start dates.
Training: First 8 weeks will be with our training team; Monday to Friday 09:00 to 18:00. Average working hours are 40 per week. You will be required to work shifts on a rostered basis within the opening hours of the Contact Centre (CCO) Monday to Friday 08:30 to 20:15, Saturday 08:30 to 18:15 and Sunday 10:00 - 17:15, inclusive of weekends and evenings. You will be required to work 2 Saturdays in 4 and 1 Sunday in 4. Your shifts will be exclusive of breaks for lunch. Your exact shifts, rotations and breaks will be subject to local arrangements with the CCO Resource Planning team.
Why Join Us?
- Working within our Contact Centre Operations teams means you’ll be part of a community that values growth, work-life balance, and well-being.
- Employee Discounted Cruising plus Friends and Family offers.
- Recognition scheme with prizes and awards.
- Regular office events including live entertainment, lifestyle events and charity partner fundraisers.
- Extensive learning and development opportunities.
- Employee-led networks.
- Company paid Health Cash Plan and health assessment.
- Discounted retail and leisure via discounts portal.
- Minimum 25 days leave and bank holiday allowance.
Take the Next Step
Our Hiring teams value giving candidates a great experience, if we receive a high volume of applications that will compromise our ability to offer the service we like to provide, the role could be paused or closed early, we therefore encourage you to apply early to avoid disappointment.
Recruitment Journey
For more information on your recruitment journey, please visit our Candidate Journey Map.
Contact Centre Support Advisor in Southampton employer: Carnival Corporation
At Carnival UK, we pride ourselves on fostering a vibrant work culture that prioritises employee well-being and growth. As a Contact Centre Support Advisor in our Southampton office, you'll enjoy hybrid working arrangements, extensive training, and opportunities for professional development, all while being part of a community that celebrates diversity and teamwork. With benefits like discounted cruising, health plans, and regular social events, we ensure our employees feel valued and engaged in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Support Advisor in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carnival Corporation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Carnival Corporation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Support Advisor in Southampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Carnival Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Carnival Corporation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Carnival Corporation!
How to prepare for a job interview at Carnival Corporation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
