At a Glance
- Tasks: Engage with guests via live chat, providing quick and friendly support.
- Company: Join Fred. Olsen Cruise Lines, a family-run business with 170 years of heritage.
- Benefits: Enjoy AXA Health medical, life assurance, discounted holidays, and retail perks.
- Other info: Flexible working options after training and a supportive team environment.
- Why this job: Be the digital face of a brand known for exceptional guest experiences.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 25000 - 30000 £ per year.
Benefits include AXA Health medical, Life Assurance, discounted holidays and cruises, plus retail discounts and cash back incentives through our Boost Benefits scheme.
About Fred. Olsen Cruise Lines: Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.
Opportunity: We have a very exciting opportunity to launch a brand-new role as we continue to grow. We’re expanding our Contact Centre team with a Guest Support Advisor (Live Chat), based at our Ipswich Head Office to help shape the future of our digital guest experience and bring even more warmth, speed and personality to our online support.
Role Overview: The Guest Support Advisor is the friendly digital face of Fred. Olsen Cruise Lines, helping guests and travel partners get quick, accurate answers through live chat. You’ll keep conversations flowing smoothly across our online platforms, making sure every guest feels supported throughout their journey. You’ll also take on key admin tasks and support guests through My Cruises-related calls. Working closely with the Live Chat Team Leader, you’ll have day-to-day guidance and encouragement to deliver warm, high-quality service that truly reflects the Fred. Olsen spirit.
Responsibilities:
- Speak with guests across live chat and social channels, solving most queries on the spot and guiding them through the My Cruise platform with confidence.
- Jump between chats, occasional follow-up calls and payments while managing Guest Services tickets and admin tasks with accuracy.
- Support guests with cruise info, documents, tours and general questions from booking to boarding, keeping systems updated and working closely with other teams to resolve enquiries smoothly.
- Spot trends, share insights, build solid knowledge of our ships and destinations, and deliver a memorable, guest-focused service.
- Manage messages through our social media platforms on Facebook and Instagram, delivering quick, polished responses that stay true to our brand tone.
Work Schedule & Location: This is a full-time, permanent role working 35 hours per week Monday to Friday, rotating weekly between 9am-5pm and 12pm-8pm shifts. The successful candidate will be based at our Head Office, Fred. Olsen House, White House Road, Ipswich IP1 5LL with the option to work from home two days a week once training has been successfully completed.
Our Values:
- We are caring: “We trust and care for each other, our guests and our environment.” Always deliver a warm and friendly welcome, always make time to listen, look out for each other’s safety, security and well-being, and strive to help protect the environment for future generations.
- We are positive: “We live and share a positive attitude.” Motivate each other with positive energy, always see the opportunities in new ideas, believe it’s better to learn than never try, and always look for ways to add value and make a difference.
- We are real: “We are always ourselves and respect others.” Bring our real selves to work and perform, respect and embrace all our different personalities and cultures, have the courage to admit when we are wrong and have the strength to act on it, and have a voice and encourage open, honest communication.
- We are a team: “We are more than a team; we are a family.” Share experiences and learn from each other, adapt, respond and pull together to drive results, and together we recognise and celebrate our achievements.
Equality Statement: As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.
Guest Support Advisor (Live Chat) in Ipswich employer: Fred. Olsen Cruise Lines
At Fred. Olsen Cruise Lines, we pride ourselves on being a family-run business that values warmth, positivity, and teamwork. As a Guest Support Advisor based in our Ipswich Head Office, you'll enjoy a supportive work culture with opportunities for personal growth, alongside fantastic benefits like AXA Health medical coverage and discounted holidays. Join us to be part of a proud heritage dedicated to creating memorable experiences for our guests while enjoying the flexibility of working from home two days a week after training.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Support Advisor (Live Chat) in Ipswich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fred. Olsen Cruise Lines. 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 Fred. Olsen Cruise Lines 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 Guest Support Advisor (Live Chat) in Ipswich
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 Fred. Olsen Cruise Lines:Your cover letter is your chance to shine! Tell us why you want to work at Fred. Olsen Cruise Lines 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 Fred. Olsen Cruise Lines!
How to prepare for a job interview at Fred. Olsen Cruise Lines
✨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.
