Advisor, Partnership Helpdesk

Carnival Cruise Line; Southampton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player seeks passionate Partnership Helpdesk Advisors to enhance guest experiences and support travel partners. This exciting role involves resolving queries, building relationships, and ensuring guest satisfaction. With a hybrid working model, you'll enjoy a vibrant work environment in Southampton, where your contributions will directly impact memorable cruising experiences. Join a team that values professionalism, adaptability, and collaboration, and take advantage of extensive learning opportunities and employee benefits. If you're ready to embark on a rewarding career journey, this is the opportunity for you!

Benefits

Employee discounts on cruises

Recognition schemes

Health Cash Plan

Extensive learning opportunities

Minimum 25 days leave plus bank holidays

Qualifications

• Strong communication and problem-solving skills.
• Ability to deliver high-quality customer service.

Responsibilities

• Resolve queries via inbound calls using product knowledge.
• Build trusting relationships with guests and travel agents.

Skills

Effective communication skills

Problem-solving abilities

Customer service skills

Product knowledge

Job description

Job Description

We take enormous pride in 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 Partnership Helpdesk or Support Advisors, you will demonstrate a passion for our brands when talking to our guests and travel agent partners.

Key Responsibilities Include

1. Using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via inbound calls.
2. Aiming to provide a first call resolution to deliver the desired outcome.
3. Building trusting relationships with our guests and travel agent partners, proactively identifying itineraries and cruise products that match their needs.
4. Delivering guest satisfaction and a memorable experience.

This role is classified as CUK13 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

• Effective communication skills and a desire to go the extra mile for our guests and travel partners.
• Problem-solving abilities to resolve enquiries and complaints, delivering first call resolution to a high-quality standard.
• Use of product knowledge to identify opportunities to retain guests’ bookings by promoting our product features and benefits.

We value diverse backgrounds, experiences, and skills; the role requirements are guidelines, not checklists.

About You: The Ideal Candidate

You are more than just your CV. You bring:

• Professionalism – readiness for work, courtesy to colleagues, and protecting customer information.
• Positive attitude.
• Team collaboration.
• Adaptability.

Additional Information

Interview Process: Online assessments, a one-way video interview, followed by a face-to-face interview in Southampton.

Interview dates: April and May 2025.

Start date: ASAP.

Training: 8 weeks, Monday to Friday, 09:00 to 18:00.

Average hours: 40 per week. Shifts within contact center hours: Monday to Friday 08:30 to 20:15, Saturday 08:30 to 18:15, Sunday 10:00 to 17:15. Includes weekends and evenings, with 2 Saturdays and 1 Sunday off in 4.

Why Join Us?

• Employee discounts on cruises and friends & family offers.
• Recognition schemes with prizes and awards.
• Office events, entertainment, and charity fundraisers.
• Extensive learning and development opportunities.
• Employee-led networks.
• Health benefits including a company-paid Health Cash Plan.
• Discounts on retail and leisure.
• Minimum 25 days leave plus bank holidays.

Take the Next Step

Apply early to ensure consideration, as the role may close early if high application volume is received.

#Job Functions: Customer Service; Other;

About Us

Holidays are life’s greatest pleasures. Cruising offers relaxation, escape, and exploration. No one knows cruising like Carnival UK, home to P&O Cruises and Cunard, delivering joy and memories for over 350 years. We aim to be Travel’s Employer of Choice through our culture, values, and commitment to diversity and inclusion.