Job Information
Carnival Cruise Line Contact Centre Flights Advisor in Southampton, United Kingdom
Job Description
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. If you have more, less or different experiences, but really relevant skills, we’d love to hear from you.
We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.
The Role
The Flights Advisor role is part of the Contact Centre who contribute to providing a high level of customer service and support in delivering our extensive air and land programme.
The job holder will be the first point of contact for the wider CCO teams and Travel Agent Partners by taking ownership and supporting on all flight related calls and emails, maximising sales opportunities by promoting flight upgrades, advising on land packages and ancillary services. Providing expert advice and assistance with product information & processes and also responsible for problem solving flight related issues.
You will:
create/change Flight bookings; offer the cost effective fares, correctly calculate cancellation and deviations fees
re-issue any tickets to ensure the ticket matches flight itinerary, booking class, dates and times and in line with airline policies
Build and maintain relationships with all team members, trade and guests by having exceptional conversations
Receive and respond to reservation support calls and internal/external emails, servicing all Travel Advisors and Guests to the highest standard
What you need to know:
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.
Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK13 and is offered on a full time permanent basis, with hybrid working (min 2 days per week in our Southampton Office).
About You
Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, you’ll also need:
Proven experience in customer services
Ability to demonstrate understanding of complex systems and processes
Working to achieve targets and service levels
Computer literate
Excellent verbal and written communication skills
Demonstrated ability to solve problems in a proactive manner
Excellent customer service skills, with the desire to go the extra mile for our guests and travel partners.
Being part of our team has its advantages…
We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help your personal and financial health and wellbeing.
Home and office-based hybrid working
Recognition scheme with prizes and awards
Employee Discounted Cruising plus Friends and Family offers
Regular office events including live entertainment, lifestyle events and charity partner fundraisers
Extensive learning and development opportunities
Employee-led networks
Employee Assistance and Wellbeing programmes
Company paid Health Cash Plan and health assessment
In-house Occupational Health help and access to digital GP
Life Assurance
Parental and adoption leave
Employee Shares Plan
Electric Car and Cycle to Work schemes
Onsite restaurant offering range of healthy cooked and grab and go meals
Discounted retail and leisure via discounts portal
Minimum 25 days leave, bank holiday allowance and holiday trading scheme
Contributory Defined Contribution Pension scheme
A friendly welcome with help settling in
Please note: Being able to create unforgettable holiday happiness is a brilliant opportunity so we often receive high volumes of applications for our roles. In these cases we may close our job adverts early and aren’t able to consider applications once this happens.
#LI-Hybrid
#Job Functions: Customer Service; Administrative; Sales;
About Us
Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.
No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.
Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.
It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.