Trainee Guest Services Advisor

Fred. Olsen Cruise Lines Ltd; Ipswich; Hybrid; GBP 21,000 - 25,000; Full time

Job summary

Fred. Olsen Cruise Lines in Ipswich is seeking a Trainee Guest Services Advisor to join our Head Office. You will handle both inbound and outbound calls, answer cruise enquiries, and support guests with information and documentation.

The role starts with a 4–6 week training period with our Training and Development team, followed by permanent full-time work of 35 hours per week, Monday to Friday and one in three Saturdays.

Qualifications

• GCSE-level or equivalent with C/4 in Maths and English.
• Experience in customer service or call centre preferred.
• Polite telephone manner and excellent communication.
• Able to learn new systems quickly.
• Strong organisational and multi-tasking abilities.

Responsibilities

• Handle inbound and outbound calls, providing accurate information about our cruises.
• Respond to enquiries via email, post, social media and internal teams.
• Chase mandatory guest information for documentation.
• Handle documentation promptly and efficiently.

Skills

Customer service

Communication skills

Multitasking

Organisation

Initiative

Telephone etiquette

Computer literacy

Education

GCSE level or equivalent (Maths & English C/4)

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.