Contact Centre Reservations Concierge

Carnival UK (P&O Cruises & Cunard); Southampton; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Discounted cruising

Health cash plan

Discount portal

25 days leave

Job summary

Holland America Line & Seabourn Contact Centre in the UK is seeking a Reservations Concierge. You will book cruises for guests by email and telephone, delivering exceptional service and resolving queries with first-call resolution.

This full-time hybrid role requires two days per week in the Southampton office. Training runs for four weeks (09:00–17:30) with shifts at 09:00–17:30 on weekdays and 08:00–16:00 on Saturdays, with some in-person and remote elements.

Qualifications

• Effective communication and great customer service are essential.
• Strong problem solving with the ability to resolve enquiries and complaints.
• Use product knowledge to promote features and benefits to guests.

Responsibilities

• Booking cruises for guests via email and telephone with exceptional service.
• Resolve queries pre and post cruise with first-call resolution where possible.
• Identify itineraries and cruise products matching guest needs and pro-actively upsell features.
• Build trusting relationships with guests and travel partners to retain bookings.
• Deliver guest satisfaction and a memorable experience.

Skills

Effective communication

Customer service

Problem solving

Product knowledge

Team collaboration

Professionalism

Positive attitude

Motivation and drive

Job description

Job Description

No one knows cruising like Holland America Line & Seabourn. 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 Reservations Concierge within our Holland America Line & Seabourn Contact Centre.

Key accountabilities

• Accountable for booking cruises for our guests via email and telephone, ensuring exceptional service delivery
• 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.
• 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 be able to offer great customer service, with the desire to go the extra mile for our guests and travel partners
• Problem Solving skills with the ability to resolve enquiries and complaints, delivering first call resolution to a high-quality standard.
• Ability to 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
• Motivation and drive to reach personal and team goals

Reservations Concierge: What you need to know

Average working hours are 37.5 hours per week.

Interview Process: You will be asked to complete an online assessments with the next stage involving a Teams/face to face interview.

Start date: To be confirmed, we may also talent pool for future start dates.

Training: The first 4 weeks will be training with our team; Monday to Friday 09:00-17:30, with week 1 Monday to Thursday on site, the remainder of training will be delivered in both in person and remotely via teams.

You’ll work five days per week within our Contact Centre opening hours of 09:00-17:30 Monday to Friday and 08:00-16:00 on Saturdays. This is a hybrid role, with Wednesdays and Thursdays worked from the office each week.

You’ll be required to work one Saturday in every four, and when you work a Saturday, you’ll receive a day off during the week. Shift times are exclusive of lunch breaks, with exact shifts, rotations and break arrangements confirmed locally.

Why Join Us?

Working within our Holland America Line & Seabourn Team 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, bank holiday allowance and holiday trading scheme

Recruitment Journey

For more information on your recruitment journey, please visit our Candidate Journey Map.

#CUK #HAL #SBN

#Job Functions: Customer Service; Other; Sales;

About Us

Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.

No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.

Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.

It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.