Carnival UK Contact Centre Support Advisor

Carnival; Southampton; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

A premier cruising company located in Southampton is seeking a Support Advisor. In this role, you will utilize your communication skills and product knowledge to provide exceptional customer service to guests and travel agent partners. Responsibilities include resolving queries and delivering satisfactory experiences. The position offers hybrid work options and a full-time contract. Ideal candidates should have a passion for customer service and problem-solving abilities.

Benefits

Employee Discounted Cruising

Recognition scheme with prizes

Health Cash Plan

Regular office events

Minimum 25 days leave

Qualifications

• Desire to go the extra mile for guests and travel partners.
• Ability to deliver first call resolution to a high-quality standard.
• Readiness for professionalism and courtesy towards colleagues.

Responsibilities

• Resolve queries pre and post cruise via inbound calls.
• Build trusting relationships with guests and travel agent partners.
• Deliver guest satisfaction and a memorable experience.

Skills

Effective communication skills

Customer service orientation

Problem-solving skills

Product knowledge

Team collaboration

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 Support Advisors, you will demonstrate a passion for our brands when talking to our guests and travel agent partners.

Key Responsibilities Include:

• Using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via inbound calls.
• Aim to provide a first call resolution to deliver the desired outcome.
• Build trusting relationships with our guests and travel agent partners, proactively identifying itineraries and cruise products that match their needs.
• Deliver 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 be able to offer great customer service, with the desire to go the extra mile for our guests and travel partners.
• Be a problem solver with the ability to resolve enquiries and complaints, delivering first call resolution to a high-quality standard.
• Use product knowledge to identify opportunities to retain guests’ bookings by promoting our product features and benefits.

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, courteous to colleagues and protect customer information.
• Positive Attitude.
• Team Collaboration.
• Adaptability.

Support Advisor: What you need to know

Interview Process: You will be invited to complete an online assessment including tasks and a one-way video interview and then attend a face-to-face interview in Carnival House, Southampton, or an online Teams interview. Interview dates will be throughout October.

Start dates: November 2025. In addition we may talent pool for future start dates.

Training: first 8 weeks will be with our training team; Monday to Friday 09:00 to 18:00. Average working hours are 40 per week.

You will be required to work shifts on a rostered basis within the opening hours of the Contact Centre (CCO) Monday to Friday 08:30 to 20:15, Saturday 08:30 to 18:15 and Sunday 10:00 - 17:15, inclusive of weekends and evenings. You will be required to work 2 Saturdays in 4 and 1 Sunday in 4. Your shifts will be exclusive of breaks for lunch. Your exact shifts, rotations and breaks will be subject to local arrangements with the CCO Resource Planning team.

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.

• 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.

Read our employee experience guide to learn more about life as a Carnival UK colleague.

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.