Trainee Guest Services Advisor

Fred. Olsen Cruise Lines; Ipswich; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

AXA Health insurance

Life Assurance

Staff discounts

Job summary

Fred. Olsen Cruise Lines is seeking a Trainee Guest Services Advisor for our Ipswich Head Office. The role involves handling calls and enquiries, managing documentation, and providing information about our cruises.

Training will be 4–6 weeks, with ongoing development as part of the Guest Services team. The successful candidate will have GCSE English and Maths at grade C/4, strong communication skills, and a customer-focused approach.

Qualifications

• Educated to GCSE-level or equivalent, with a C or 4 in Maths and English.
• Ideally from a customer service or call centre background.
• Travel experience not essential.

Responsibilities

• Handle inbound and outbound calls, providing information about our cruises.
• Manage enquiries via email, post, social media and other teams.
• Chase mandatory guest information to ensure documentation can be released.
• Process documentation accurately and in a timely manner.

Skills

Customer service

Communication

Telephone etiquette

Multitasking

Computer literacy

Education

GCSE English & Maths

Job description

Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.

As we continue to grow, we are now strengthening our Guest Services team with a Trainee Guest Services Advisor in our Ipswich Head Office.

The day-to-day duties for this role include:

• Handling both inbound and outbound calls, providing accurate information about our cruises.
• Dealing with enquiries that come into team, via email, post, social media and/or other teams.
• Chasing mandatory guest information, ensuring accurate information is inputted to enable documentation to be released.
• Handling documentation effectively and in a timely manner.

As the successful candidate, you will be:

• Ideally from a customer service or call centre background (travel experience is not essential).
• Educated to GCSE-level or equivalent, with a C or 4 in Maths and English.
• Personable with excellent communication skills and a polite telephone manner.
• Highly customer focused and able to deliver exceptional customer service.
• Computer literate and able to pick up new systems quickly.
• Excellent at organising a busy workload.
• Able to multi-task and use your own initiative.

You will commence as a Trainee Guest Services Advisor and receive an initial 4-6 weeks of training. During this time, you will work closely with our Training and Development team, who will provide full product training covering the systems we use and the Fred. Olsen products to help you have all the knowledge you need to achieve your best.

This is a permanent, full-time role, working 35 hours a week, Monday to Friday and 1 in 3 Saturdays. A day off during the week will be rewarded when a Saturday is worked.

Fred. Olsen Cruise Lines offer a wide range of benefits including AXA Health medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our Boost Benefits scheme. Attached to this advert you will find a full job description and details of our Company benefits on offer.

Our Values:

• We are one team - Working together, supporting each other and recognising that every role plays a part.
• We are ambitious - Always looking for opportunities to improve and deliver more for our guests, colleagues and business.
• We are curious - Asking questions, seeking new ideas and learning from the world around us.
• We are real - Bringing our authentic selves to work and creating genuine connections.

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.