Carnival UK

Senior Advisor, Knowledgebase, Engagement and Communication

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Job ID 4821 Date posted 22/09/2022 Date closes 06/10/2022 City SOUTHAMPTON State HAMPSHIRE Country United Kingdom Job Type Full Time

Job Description


Carnival UK is back sailing the world, and we now have two brand new ships joining our fleet! This means that our business is expanding to allow us to continue creating unforgettable holiday happiness for our guests, and today we are recruiting for a Senior Advisor- Knowledgebase, Engagement and Communication to join our Contact Centre Operations Team on a Permanent, Full time basis.

For at least two days a week, you’ll be based out of our fantastic offices in the heart of Southampton, less than two hours from central London. In our hybrid working environment, you can also expect to balance this with time spent working remotely every week.

The Role

The Senior Advisor- Knowledgebase, Engagement and Communication is an exciting and varied role , you will be responsible for producing, maintaining and promoting content and use of the knowledgebase system. You will do this by filtering, coordinating all communication and information to the Contact Centre and other guest facing functions.

  • Providing trends to senior managers regarding usage, peaks and popularity of content.
  • Responding to communication and change received to ensure content is updated on a regular basis and in accordance with business and policy changes.
  • You will also be responsible for ensuring all communication to the Contact Centre is structured and effective, taking in to consideration time and recipients, also updating the knowledgebase in a timely manner with relevant updates as required.

About You

Carnival UK is always on the lookout for colleagues who can demonstrate our Culture Essentials and who are committed to creating unforgettable holiday happiness for our guests.

To be considered as a Senior Advisor- Knowledgebase, Engagement and Communication you will also need:

  • Knowledge of campaign management.
  • Experienced in a customer service role with excellent telephone and written skills.
  • Good Excel skills.

For a full Job Description and Person Specification please click here.

The Benefits

At Carnival UK we are passionate about our people. Working together to inspire and empower one another to be enthusiastic and bold in the decisions we make is essential to our culture. We also believe in rewarding our colleagues for the fantastic hard work they do.

As a Carnival UK colleague you can enjoy a range of benefits including:

  • Annual discounted cruise with Cunard and P&O Cruises plus late availability offers
  • Minimum 25 days of holidays and option for holiday trading
  • Contributory Defined Contribution Pension scheme
  • Company paid Health Cash Plan
  • Company paid Health Assessment
  • Employee Shares Plan
  • Electric Car scheme
  • Life Assurance
  • Cycle to work
  • Access to digital GP
  • Opportunity to join employee led networks
  • Extensive learning and development opportunities
  • Employee assistance programme
  • Shopping discounts portal

We are based out of a fantastic working environment in the heart of Southampton and offer a fun vibrant culture to be a part of.

This role has been levelled at CUK-12


About Us

Carnival UK is the operating company for P&O Cruises & Cunard. We provide world class cruise holidays and take enormous pride in our service excellence, creeating unforgettable holiday happiness. We're looking for talented colleagues who will share our commitment to this purpose and to our global Cutlture Essentials Speak Up, Respect and Protect, Improve, Communicate, Listen & Learn and Empower.
Working with us means you'll be part of a tight-knit but truly diverse global team of passionate people. You'll be supported to drive your development, from formal learning to the life lessons of worldwide travel. We believe in inclusion and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work. 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 support you to find a healthy balance of remote working and time in our fantastic office collaborating, taking part in events and developing the social connections that make working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.
If this role requires you to visit and/or work on a Carnival UK ship, the successful candidate needs to be fully vaccinated (with a WHO or MHRA approved two-dose COVID-19 vaccination course or single-dose Janssen COVID-19 vaccine), including any relevant booster vaccinations. This is to maintain a safe environment onboard and reduce the risk of outbreaks, to protect our crew and our Guests. It's also required for ships to dock and enjoy shoreside visits in many Ports of Call on global itineraries. This requirement will be under regular review.


About the Team

As part of our Shared Service function, the Contact Centre Operation is the heart of what we do. With over 250 employees in Carnival House, we are the cornerstone of P&O Cruises and Cunard. Our roles include; Personal Cruise Advisor, Flights Advisor, Guest Services Coordinator and Guest Relations Representative. It is often the first place where our guests contact us, so high levels of service are really important. There are also a variety of support roles working alongside our Contact Centre telephony teams including; Service Development, Resource Planning & Performance and Communications.
Join us on our journey - apply now.

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