Job Description

We take enormous pride from bringing to life P&O Cruises and Cunard; two of the most iconic brands from Britain’s rich seafaring heritage.
From superstars of the stage, celebrity chefs and literary leaders, our brands are buoyed by the partnerships we forge.

As one of our Guest Relations Specialist, you will demonstrate a passion for our brands when supporting our guests and resolving complex cases across their journey.

Role Overview

• Managing guest relations cases and handling customer feedback to resolve complex guest issues
• Delivering high-quality resolutions to ensure customer satisfaction and retention
• Working within a hybrid/homeworking team environment aligned to guest relations service delivery
• Providing professional and effective support across the guest journey, from pre-booking to post-cruise

This role is classified as CUK12 and is available on a permanent basis. We offer hybrid working with 2 days working from home.

Requirements: What You Need to Succeed
Successful candidates will possess:

• Experience in customer service or guest relations, with the ability to manage complaint cases effectively
• Strong problem-solving capability, with the ability to assess and resolve complex guest issues
• Ability to communicate effectively across written and verbal channels to support a variety of customer situations
• Experience working independently within a hybrid or homeworking environment

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:

• Strong communication skills with a customer-focused mindset
• Professionalism when handling sensitive or challenging customer interactions
• Ability to work independently while maintaining high standards of service delivery
• A proactive approach to identifying issues and improving the overall guest experience

Specialist Guest Relations: What you need to know
Interview Process: You will be asked to complete a customer service multimedia assessment, a problem-solving assessment, a one-way video interview, and attend a final single-stage interview.

Why Join Us?
Working within our Contact Centre Operations teams means you’ll be part of a community that values growth, work-life balance, and well-being.
Read our employee experience guide to learn more about life as a Carnival UK colleague here.

• 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 and bank holiday allowance

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 our Candidate Journey Map.

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