At a Glance
- Tasks: Assist guests with cruise bookings and provide exceptional customer service across various channels.
- Company: Join Fred. Olsen Cruise Lines, a family-run business with over 170 years of heritage.
- Benefits: Enjoy competitive pay, health benefits, discounted holidays, and commission opportunities.
- Other info: Full training provided, with opportunities for career growth and learning.
- Why this job: Be part of creating unforgettable experiences while developing your skills in a supportive environment.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 18900 - 23100 £ per year.
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.
- As we continue to grow, we are now strengthening our Contact Centre team with a
- Trainee Cruise Advisor in our
- Ipswich
Head Office.
Within this role, you will provide a seamless service across Reservations, Guest Services and Live Chat, supporting both direct guests and travel agent partners throughout their customer journey.
You will confidently handle cruise bookings, amendments, enquiries and service requests across multiple communication channels including telephone, email, live chat and Whats App.
There is the opportunity to visit our ships and sail on educational trips, whilst also being able to earn commission in addition to your basic salary.
Main Tasks & Activities
- Handle inbound and outbound reservations enquiries from guests and travel agent partners.
- Create, amend and manage cruise bookings accurately and efficiently.
- Promote and sell Fred. Olsen cruises, cabins, upgrades, packages and ancillary products.
- Outbound sales calling at quieter periods for upgrades and targeted callouts.
- Identify opportunities to maximise revenue through upselling and cross-selling.
- Provide accurate product, itinerary and pricing information.
- Process booking amendments, transfers and cancellations in line with company policies.
- Respond to guest enquiries via phone, email and live chat.
- Resolve guest concerns and service issues professionally and empathetically.
- Manage requests relating to special requirements, dining, accessibility, onboard experiences and cruise documentation.
- Deliver an engaging and professional live chat experience.
- Identify sales opportunities through live chat conversations.
- Respond to guest and travel partner emails within agreed service levels.
About You
- Background within a customer facing environment.
- Experience handling telephone, email or live chat enquiries.
- Previously worked to targets or KPIs.
- Educated to GCSE-level or equivalent, with a C or 4 in Maths and English.
- Excellent verbal and written communication skills.
- An empathetic, professional and confident communicator
- Able to build rapport with guests and agents with a strong problem-solving head.
- Can multitask across multiple systems and channels.
- Superb attention to detail.
- Willingness to learn and develop across multiple functions.
- Knowledge of cruise holidays and travel industry experience is beneficial but not essential.
Learning and development are important to us.
Therefore, as the successful candidate, you will benefit from an initial training programme.
During this time, you will work closely with our Learning and Development team, who will provide full product training covering the systems we use and the Fred.
Olsen products to help you have all the knowledge you need to achieve your best.
This is a permanent, full-time role, working 35 hours per week Monday to Friday and every other Saturday in our Ipswich Head Office.
A day off during the week will be rewarded when a Saturday is worked.
Fred.
Olsen Cruise Lines offer a wide range of benefits including AXA Health medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our Boost Benefits scheme.
Attached to this advert you will find a full job description and details of our Company benefits on offer.
Our Values
We are one team - Working together, supporting each other and recognising that every role plays a part.
We are ambitious -
Always looking for opportunities to improve and deliver more for our guests, colleagues and business.
We are curious -
Asking questions, seeking new ideas and learning from the world around us.
We are real -
Bringing our authentic selves to work and creating genuine connections.
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.
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Trainee Cruise Advisor in Ipswich employer: Fred. Olsen Cruise Lines
Fred. Olsen Cruise Lines is an exceptional employer that values its employees and fosters a supportive work culture in its Ipswich Head Office. With a commitment to employee growth through comprehensive training programmes and opportunities to experience life at sea, the company offers a range of benefits including health insurance, enhanced parental leave, and discounts on holidays. Join a family-run business that prioritises teamwork, ambition, and authenticity, making it a rewarding place to build your career as a Trainee Cruise Advisor.
StudySmarter Expert Advice🤫
We think this is how you could land Trainee Cruise Advisor in Ipswich
✨Join Customer Support Communities
Get involved in online forums and communities dedicated to customer support, like those on Reddit or specialised Facebook groups. Networking with industry peers can open doors to trainee opportunities with companies like Fred. Olsen Cruise Lines.
✨Attend Local Job Fairs
Check out local job fairs and career expos, especially those focusing on customer service roles. Meeting potential employers face-to-face can give you an edge over others applying for the trainee position at Fred. Olsen Cruise Lines.
✨Leverage Your University Resources
If you're still in education, make use of your university's career services—they often have strong ties with companies looking for trainees. They might have insider knowledge about openings at places like Fred. Olsen Cruise Lines that you're keen on.
✨Showcase Your Soft Skills
Since customer support is all about people, highlight your communication and problem-solving skills in your interactions. When you apply to Fred. Olsen Cruise Lines, make sure they see your passion for helping others!
We think you need these skills to ace Trainee Cruise Advisor in Ipswich
Some tips for your application 🫡
Show off your people skills!:For a customer support trainee role, it's super important to highlight any experience you have in dealing with customers, whether that's through part-time jobs, volunteering, or even helping out at events. We want to see how you connect with people, so share examples of how you've successfully resolved issues or enhanced someone's experience.
Tailor your CV to us!:When applying for a trainee role at Fred. Olsen Cruise Lines, make sure your CV reflects your enthusiasm for customer support. List any relevant experiences, even if they're informal, and don't forget to mention your communication skills. A concise, clear layout will help us see how you're a perfect fit for our team.
Write about your learning goals!:Since this is a trainee position, we love seeing your motivation to learn and grow. In your cover letter, let us know what you hope to gain from working with us at Fred. Olsen Cruise Lines. This could include specific skills or knowledge areas—show us you’re keen to dive in and develop your customer support expertise!
Demonstrate your problem-solving skills!:Customer support is all about solving problems, so make sure to highlight any experiences where you've had to think on your feet! Whether it was a tricky school project or helping a friend out, share how you approached the issue and what the outcome was. This will show us you're ready for the challenges at Fred. Olsen Cruise Lines.
How to prepare for a job interview at Fred. Olsen Cruise Lines
✨Know Your Customer Support Basics
Make sure you're familiar with the key skills in customer support, like active listening and empathy. Expect questions on how to handle difficult customers or resolve common issues – we might want to hear how you’d approach a real-life scenario, so think of a few examples where you showcased these skills.
✨Brush Up on the Tools
Familiarise yourself with common customer support tools like Zendesk or Freshdesk. Even if you haven't used them before, understanding how they work will show Fred. Olsen Cruise Lines that you’re proactive and willing to learn. They might ask about your experience with similar software or how you'd adapt quickly to new tools.
✨Show Your Willingness to Learn
As a trainee, emphasising your desire to learn and grow is crucial. Think about what you hope to gain from this experience at Fred. Olsen Cruise Lines and be ready to discuss how you plan to develop your skills in customer support. Demonstrating a positive attitude and openness to feedback can go a long way!
✨Prepare for Role-Playing
In customer support interviews, it's fairly common to have a role-playing exercise where you'll need to handle a customer query. Practice your approach not just in resolving issues, but also in how you communicate clearly and professionally. This is your chance to shine, so don’t hesitate to showcase your verbal skills!
