Flights Advisor Guest Support

Job Description

The Role

The Contact Centre Guest Flights Advisor is the direct point of contact for complex air enquiries, scheduled air amendments and guest complaints through a range of contact channels. A trusted air product expert acting as the front line of our business and working with limited supervision. Responsible for securing scheduled flight bookings for Direct Guests & Travel agents, maximising sales opportunities by promoting flight upgrades, advising on land packages and ancillary services. Providing expert advice and assistance with product information and processes and responsible for problem solving flight related issues. Assisting guest with all their pre-cruise reservations needs and updating them with vital information, aiming to resolve all enquires during the customer first interaction while reaching or exceeding customer satisfaction targets, quality goals and efficiency KPIs.

It is important for the role that candidates with the Amadeus Reservation System, as well as:

Flights and ticketing processes Travel industry experience

 

You will:

To create/change Flight bookings; offer the cost-effective fares, correctly calculate cancellation and deviations fees Working with Amadeus alongside in-house systems and processes, the Flight Advisor provides all necessary information on schedules airlines options, fares, airlines rules and conditions Resolve flight booking complaints at the first point of contact in line with agreed compensation guidelines Handle guest & Travel Partners queries through a variety of contact channels

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK13 and is offered on a full time, permanent basis, with hybrid working in our Southampton office, including up to two days from home.

 

About You

Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, youll also need:

Proven experience in customer services/ complaints Flights booking experience Travel industry knowledge Computer literate Working to achieve targets and service levels Excellent written communication skills Confident telephone manner Ability to demonstrate understanding of complex systems and processes (Amadeus Reservation System) Demonstrated ability to solve problems in a proactive manner

Being part of our team has its advantages…

Were a holiday company so we know theres more to life than work. Our comprehensive range of benefits are designed to help your personal and financial health and wellbeing.

Home and office-based hybrid working (up to 2 days from home) Recognition scheme with prizes and awards Employee Discounted Cruising plus Friends and Family offers Regular office events including live entertainment, lifestyle events and charity partner fundraisers Extensive learning and development opportunities Employee-led networks Employee Assistance and Wellbeing programmes Company paid Health Cash Plan and health assessment In-house Occupational Health help and access to digital GP Life Assurance Parental and adoption leave Employee Shares Plan Electric Car and Cycle to Work schemes Onsite restaurant offering range of healthy cooked and grab and go meals Discounted retail and leisure via discounts portal Minimum 25 days leave, bank holiday allowance and holiday trading scheme Contributory Defined Contribution Pension scheme A friendly welcome with help settling in

 

Please note: Being able to create unforgettable holiday happiness is a brilliant opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and arent able to consider applications once this happens.

 

#LI-Hybrid

#Job Functions:  Customer Service; Sales; Training;

#LI-KP1

 

 

About Us

Holidays are one of lifes 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 worlds largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britains 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.Its through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travels Employer of Choice.