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- Tasks: Assist guests and travel agents with queries, ensuring memorable experiences.
- Company: Join Carnival UK, a leader in the cruising industry with iconic brands.
- Benefits: Enjoy employee discounts, health plans, and extensive learning opportunities.
- Other info: Flexible hybrid work model with exciting office events and recognition schemes.
- Why this job: Be part of a vibrant community that values growth and work-life balance.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 25000 - 30000 £ 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 Partnership Helpdesk or Support Advisors, you will demonstrate a passion for our brands when talking to our guests and travel agent partners. We are currently talent pooling for future opportunities, as vacancies arise throughout the year. Joining our talent pool means we may contact you when suitable roles become available.
Key Responsibilities
- Using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via inbound calls.
- Providing a first call resolution to deliver the desired outcome.
- Building trusting relationships with our guests and travel agent partners, 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 permanent basis. We offer hybrid work with a minimum of two days per week in our Southampton office.
Requirements: What You Need to Succeed
- Have 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 complete online assessments (tasks and a one-way video interview) and if progressed you will attend a face-to-face interview in Carnival House, Southampton.
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.
Contact Centre Support Advisor / Partnership Helpdesk Advisor - Talent Pool Advert in Southampton employer: Carnival UK (P&O Cruises & Cunard)
Contact Detail:
Carnival UK (P&O Cruises & Cunard) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Support Advisor / Partnership Helpdesk Advisor - Talent Pool Advert in Southampton
✨Tip Number 1
Get to know the brands! Dive into everything about P&O Cruises and Cunard. The more you know, the better you can connect with guests and travel partners when the opportunity arises.
✨Tip Number 2
Practice your communication skills! Whether it’s through mock calls or chatting with friends, being able to convey information clearly and positively is key to impressing during interviews.
✨Tip Number 3
Show off your problem-solving skills! Think of examples where you've resolved issues effectively. This will help you stand out as someone who can deliver that first call resolution they’re after.
✨Tip Number 4
Apply through our website! It’s the best way to get noticed and ensures your application lands directly in front of our hiring team. Plus, it shows you’re keen on joining our community!
We think you need these skills to ace Contact Centre Support Advisor / Partnership Helpdesk Advisor - Talent Pool Advert in Southampton
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for P&O Cruises and Cunard shine through. We want to see how much you care about our brands and the experiences we create for our guests.
Tailor Your CV: Make sure your CV highlights your customer service skills and any relevant experience. We love seeing how you've gone the extra mile for customers in the past, so don’t hold back on those examples!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and gets straight to the heart of why you’d be a great fit for us.
Apply Early: Don’t wait until the last minute! We encourage you to apply through our website as soon as you can. This way, you’ll have a better chance of being considered when opportunities arise.
How to prepare for a job interview at Carnival UK (P&O Cruises & Cunard)
✨Know Your Brands
Before your interview, dive deep into the history and offerings of P&O Cruises and Cunard. Understanding their unique selling points and what makes them iconic will help you demonstrate your passion for the brands during the conversation.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you went the extra mile for customers. Highlight situations where you resolved issues effectively, as this role requires exceptional customer service and problem-solving abilities.
✨Practice Effective Communication
Since communication is key in this role, practice articulating your thoughts clearly and confidently. Consider doing mock interviews with friends or family to refine your ability to convey information succinctly and positively.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about how you would handle specific customer queries or complaints, and be ready to explain your thought process and the steps you would take to ensure guest satisfaction.