Guest Experience & Resolution Specialist (Hybrid)

Holland America Line Inc; England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A cruise line company is seeking a Guest Relations Complaint Specialist. This role involves managing guest complaints with professionalism while achieving service KPIs. Successful candidates will possess experience in customer service and a confident telephone manner. The position offers a full-time 6-month contract with a hybrid work model, requiring at least two days in the Southampton office. Various employee benefits include discounts and development opportunities.

Benefits

Employee Discounted Cruising

Recognition scheme

Health Cash Plan

Minimum 25 days leave

Qualifications

• Proven experience in a customer services/complaints environment.
• Confident telephone manner.
• Ability to solve problems proactively.

Responsibilities

• Manage customer complaints professionally and empathetically.
• Meet or exceed service level KPIs.
• Provide feedback on trends to enhance guest experience.
• Work within agreed compensation guidelines.

Skills

Customer service experience

Problem-solving

Telephone communication

Team collaboration

Job description

A cruise line company is seeking a Guest Relations Complaint Specialist. This role involves managing guest complaints with professionalism while achieving service KPIs. Successful candidates will possess experience in customer service and a confident telephone manner. The position offers a full-time 6-month contract with a hybrid work model, requiring at least two days in the Southampton office. Various employee benefits include discounts and development opportunities.