Carnival UK Contact Centre Support Advisor

Carnival corp.; England; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

A leading cruise company in the United Kingdom seeks a passionate Support Advisor to engage with guests and travel agents. This full-time role offers hybrid working arrangements with satisfaction at its core. Ideal candidates will be excellent communicators, eager to provide top-notch service, and adept at problem-solving in a high-volume contact center environment. Join our diverse team and enjoy benefits like discounted cruising, recognition schemes, and opportunities for learning and development.

Benefits

Employee Discounted Cruising

Recognition scheme

Extensive learning and development opportunities

Company paid Health Cash Plan

Minimum 25 days leave

Qualifications

• Ability to offer great customer service with a desire to go the extra mile.
• Capability to resolve enquiries and complaints to a high-quality standard.
• Use product knowledge to retain guests' bookings.

Responsibilities

• Resolve queries pre and post cruise via inbound calls.
• Provide first call resolution.
• Build trusting relationships with guests and travel agent partners.

Skills

Effective communication skills

Problem solving

Customer service

Job description

Job Description

We take enormous pride from bringing to life P&O Cruises and Cunard; two of the most iconic brands from Britain’s rich seafaring heritage. From superstars of the stage, celebrity chefs and literary leaders, our brands are buoyed by the partnerships we forge.

As one of our Support Advisors, you will demonstrate a passion for our brands when talking to our guests and travel agent partners.

Key Responsibilities

• Using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via inbound calls in a contact centre.
• Aim to provide a first call resolution to deliver the desired outcome.
• Build trusting relationships with our guests and travel agent partners, proactively identifying itineraries and cruise products that match their needs.
• Delivering guest satisfaction and a memorable experience.

This role is classified as CUK13 and 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

• Effective communication skills and be able to offer great customer service, with the desire to go the extra mile for our guests and travel partners.
• Be a problem solver with the ability to resolve enquiries and complaints, delivering first call resolution to a high-quality standard.
• Use product knowledge to identify opportunities to retain guests’ bookings by promoting our product features and benefits.

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

• Professionalism – be ready for work, courteous to colleagues and protect customer information.
• Positive Attitude.
• Team Collaboration.
• Adaptability.

Support Advisor: What you need to know

Interview Process: You will be invited to complete an online assessment which includes tasks and a one-way video interview and then attend a face-to-face interview in Carnival House, Southampton, or an on line teams interview.

Interview dates will be throughout January and February 2026.

Start dates: March 2026. In addition we may talent pool for future start dates.

Training: first 8 weeks will be with our training team; Monday to Friday 09:00 to 18:00
Average working hours are 40 per 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?

• 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.

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

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#Job Functions: Customer Service; Other;
#CUK
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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.

About Us

Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.

No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.

Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.

It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.