JOB DESCRIPTION

No one knows cruising like Carnival UK. We deliver holiday happiness for millions of people each year and that’s a responsibility we take seriously.
We’re part of Carnival Corporation, the world’s largest holiday company and a business to truly believe in. Our 24/7 operation is propelled by the vast variety of roles under our roof, and anchored by our nautical knowledge that spans the globe.
From formal qualifications to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities and this journey can begin as a Guest Relations Complaints Specialist within our Contact Centre Operation.

REQUIREMENTS: WHAT YOU NEED TO SUCCEED

Successful candidates will possess:

• Effective written and verbal communication skills
• Great customer service skills, with the desire to go the extra mile for our guests
• Resolution techniques to resolve cases on first contact and meet targets
• Ability to solve problems

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.

COMPLAINT GUEST RELATIONS SPECIALIST: WHAT YOU NEED TO KNOW

Interview process will include an online assessment and an in person interview at Carnival House
Interviews will take place on various dates throughout August 2025
Start date – 8th September 2025
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.

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.

• Managing customer contact throughout the complaint process.
• Respond to all guest complaints with a high standard of professionalism and empathy and with solutions in line with agreed compensation guidelines. Escalating concerns and any potential risks accordingly that may result in negative guest sentiment or brand reputational damage.
• Trusted resolution expert responding promptly to complaints and managing case load within agreed service levels and ABTA regulated time frames.
• Providing high-quality service to our guests from across all areas of the guest journey from pre booking to post cruise.
  This role is classified as CUK12 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.