Job Description

No one knows cruising like Carnival UK. We deliver holiday happiness for millions of people each year and that’s a responsibility we take seriously.

We’re part of Carnival Corporation, the world’s largest holiday company and a business to truly believe in. Our 24/7 operation is propelled by the vast variety of roles under our roof, and anchored by our nautical knowledge that spans the globe.

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 Guest Relations Complaints Specialistwithin our Contact Centre Operation.

Key Responsibilities Include

• Managing customer contact throughout the complaint process.
• Respond to all guest complaints with a high standard of professionalism and empathy and with solutions in line with agreed compensation guidelines. Escalating concerns and any potential risks accordingly that may result in negative guest sentiment or brand reputational damage.
• Trusted resolution expert responding promptly to complaints and managing case load within agreed service levels and ABTA regulated time frames.
• Providing high-quality service to our guests from across all areas of the guest journey from pre booking to post cruise.

This role is classified asCUK12and 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 written and verbal communication skills
• Great customer service skills, with the desire to go the extra mile for our guests
• Resolution techniques to resolve cases on first contact and meet targets
• Ability to solve problems

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
• Proven experience in Contact Centre customer services/ complaints environment

Complaint Guest Relations Specialist: What you need to know

Interview process will include an online assessment and an in person interview at Carnival House

Interviews will take place on various dates throughout August 2025

Start date – 8^th September 2025

Average working hours are40per week.

You will be required to work shifts on a rostered basis within the opening hours of the Contact Centre (CCO) Monday to Friday 08:30 to 20:15 , Saturday 08:30 to 18:15 and Sunday 10:00 - 17:15, inclusive of weekends and evenings.

You will be required to work 2 Saturdays in 4 and 1 Sunday in 4. Your shifts will be exclusive of breaks for lunch. Your exact shifts, rotations and breaks will be subject to local arrangements with the CCO Resource Planning team.

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.

• 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.

#LI-Hybrid
#Job Functions: Customer Service; Other;
#LI-JT1

#CUK

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