Support Advisor

Job Description

We take pride in bringing to life P&O Cruises and Cunard, two of Britain's most iconic brands with a rich seafaring heritage.

Our brands are supported by partnerships with celebrities, chefs, and literary figures.

As a Support Advisor, you will demonstrate passion for our brands when engaging with guests and travel agent partners.

Key Responsibilities Include:

• Using your product knowledge and exceptional customer service skills to resolve queries pre and post cruise via inbound calls.
• Aiming for first call resolution to ensure customer satisfaction.
• Building trusting relationships with guests and travel agents, proactively matching itineraries and cruise products to their needs.
• Delivering guest satisfaction and memorable experiences.

This role is classified as CUK13 and is available on a full-time, permanent basis. We offer hybrid work with at least two days per week in our Southampton office and the rest from home.

Requirements: What You Need to Succeed

Successful candidates will possess:

• Effective communication skills and a strong desire to provide excellent customer service.
• Problem-solving abilities to resolve inquiries and complaints, delivering first call resolution.
• Product knowledge to identify opportunities to retain bookings by promoting features and benefits.

We value diverse backgrounds, experiences, and skills, and see the role requirements as a guide, not a checklist.

About You: The Ideal Candidate

You are more than just your CV. You bring:

• Professionalism-being ready for work, courteous, and safeguarding customer information.
• A positive attitude.
• Team collaboration.
• Adaptability.

Support Advisor: What You Need to Know

Interview Process: Online assessments, a one-way video interview, and a face-to-face or online Teams interview.

Interview dates: July, August, and early September.

Start dates: 8th September and 13th October 2025. We may also talent pool for future start dates.

Training: First 8 weeks with our training team, Monday to Friday, 09:00-18:00.

Average working hours: 40 per week.

Work shifts within our Contact Centre hours: Monday to Friday 08:30-20:15, Saturday 08:30-18:15, Sunday 10:00-17:15, including weekends and evenings, with 2 Saturdays and 1 Sunday off in 4.

Why Join Us?

Be part of a community that values growth, work-life balance, and well-being, with benefits including:

• Employee discounts on cruises and friends & family offers.
• Recognition schemes with prizes and awards.
• Office events, entertainment, and charity fundraisers.
• Learning and development opportunities.
• Employee-led networks.
• Health benefits including a paid Health Cash Plan.
• Discounts on retail and leisure through our portal.
• Minimum of 25 days leave plus bank holidays.

Take the Next Step

Apply early as high application volumes may lead to early closure of the role. We value giving candidates a great experience.

Functions: Customer Service; Other;

About Us Holidays are one of life's greatest pleasures. Cruising offers relaxation, escape, and exploration. No one knows cruising like Carnival UK, where talented people create unforgettable holiday experiences. As part of the world's largest holiday travel company, we take pride in our brands, P&O Cruises and Cunard, which have been delivering joy and memories for over 350 years. We aim to expand this joy to many more. Our diverse teams uphold high standards, values, and a passion for our purpose. We promote a culture of safety, sustainability, compliance, diversity, and inclusion. Through delivering extraordinary travel experiences and fostering our culture, we aspire to be Travel's Employer of Choice.