Guest Relations Specialist Complaints (6 month FTC)

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 Guest Relations Complaint Specialist is responsible for managing customer contact throughout the complaint process. They are a trusted resolution expert responding promptly to complaints and managing case load within agreed service levels and ABTA regulated time frames.

The role holder will provide high-quality service to our guests from across all areas of the guest journey from pre booking to post cruise. They must support and interact with guests delivering a service aligned to our brand values, ensuring concerns are dealt with effectively and in a professional, friendly, and informed manner, supp

sorting customer retention and guest satisfaction.

Responses must be provided in line with business guidelines to deliver a simple, effortless guest experience and delivering first contact resolution wherever possible, to remove continued chasers and escalations that would drive a negative guest sentiment.

Guest Relations Complaints Specialists will work as part of the wider Contact Centre Operation, and the role will include both written and verbal communication depending on the situation and complexity of resolution. Therefore, communication skills across both are essential to ensure they can adapt their communication style to individual guest and circumstances whilst maintaining communications in line with the brands tone of voice.

Key Responsibilities Include

• Work with limited supervision to meet or exceed efficiency KPIs, Quality metrics & Customer satisfaction goals

• Respond to all guest complaints with a high standard of professionalism and empathy and with solutions in line with agreed compensation guidelines

• Be creative and proactive in identifying and resolving potential issues, maintaining a focus on guest experience, ensuring they are at the heart of everything we do

• Provide regular feedback on incoming trends and proactively question working practices to further enhance the guest experience

This role is classified as CUK12 and is available on a full-time 6-month FTC 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:

• Proven experience in customer services/ complaints environment

• Confident telephone manner

• Demonstrated ability to solve problems in a proactive manner

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

• Travel industry experience

• Team Collaboration

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.

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

CUK-employee-experience-guide-July-2025.pdf

• 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

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.

Recruitment Journey

For more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney.

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