Job Description

No one knows cruising like Princess. We deliver holiday happiness for millions of people each year and that’s a responsibility we take seriously.    

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 Specialist within our Princess Team. 

To provide elevated support to our onboard teams and is heavily focused on supporting the onboard resolution of any issues or concerns raised by our guests, ranging from highly escalated issues and complex decision consultation to transactional administrative tasks. This requires outside of the box thinking, sound judgement and the ability to find creative solutions.

Key accountabilities include:

• Provides elevated support to our shipboard staff. Assists with handling sensitive and highly escalated situations as they require support. Actively listens to create understanding, complete research by using a variety of available tools and techniques, and then partners with the shipboard team on the appropriate course of action for the situation. Uses empowerment and judgement to drive timely and effective resolutions, up to the full value of the booking where deemed necessary.

• Responsible for replying to guest feedback, during and after their cruise experience, primarily by telephone or by email and letter in an efficient and professional manner, working within internal timescales, and those set by the ABTA Code of Conduct.
• Identifies opportunities to improve processes and our overall guest experience. 
• Representing the brand on post-cruise issues and speaking thoughtfully while navigating complex issues and making difficult decisions. The Specialist will have the authority to issue compensation based on their judgment and established guidelines.

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.

Requirements: What You Need to Succeed

 Successful candidates will possess: 

• A minimum 2 years’ experience in customer service environment speaking directly with guests
• Worked within the Cruise industry
• Proficient in Microsoft Office suite
• In depth knowledge of Siebel CRM and POLAR
• Prior knowledge of Princess Cruises advantages but not essential

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.  

About You: The Ideal Candidate

 You are more than just your CV. You're someone who brings: 

• Professionalism – be ready for work

• Positive Attitude 

• Team Collaboration  

Why Join Us?

Working within our Princess team means you’ll be part of a community that values growth, work-life balance, and well-being.  

 Employee Discounted Cruising plus Friends and Family offers 

• Recognition scheme with prizes and awards 

• Regular office events including live entertainment, lifestyle events and charity partner fundraisers 

• Extensive learning and development opportunities 

• Employee-led networks 

• Company paid Health Cash Plan and health assessment 

• Discounted retail and leisure via discounts portal 

• Minimum 25 days leave, bank holiday allowance and holiday trading scheme 

Take the Next Step

Our Hiring teams value giving candidates a great experience, if we receive a high volume of applications that will compromise our ability to offer the service we like to provide, the role could be paused or closed early, we therefore encourage you to apply early to avoid disappointment. 

Recruitment Journey

For more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney. 

#LI-Hybrid 
#Job Functions:  Customer Service; Other; Sales;  
Kyle Poyser - #LI-KP1

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