Contact Centre Flights Advisor

at  Carnival UK

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.

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.

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

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 in our Southampton Office).

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