Guest Relations Complaints Specialists

Job Description

Set your sights on a future with a role designed for aspiring professionals. This Guest Relations Complaints Specialist within the P&O Cruises and Cunard team here at Carnival UK offers a unique blend of learning, growth, and hands‑on experience in the heart of the Customer Support department for both brands. It’s your chance to start building a solid foundation in this field, contributing to our overall strategic goals.

Role Overview

A Guest Relations Complaint Specialist is responsible for managing customer contact throughout the complaint process. They are a trusted resolution expert responding promptly to complaints and managing case load within agreed service levels and ABTA regulated time frames.

The role holder will provide high‑quality service to our guests from across all areas of the guest journey from pre‑booking to post‑cruise. They must support and interact with guests delivering a service aligned to our brand values, ensuring concerns are dealt with effectively and in a professional, friendly, and informed manner, supporting customer retention and guest satisfaction.

Responses must be provided in line with business guidelines to deliver a simple, effortless guest experience and delivering first‑contact resolution wherever possible, to remove continued chasers and escalations that would drive a negative guest sentiment.

Guest Relations Complaints Specialists will work as part of the wider Contact Centre Operation, and the role will include both written and verbal communication depending on the situation and complexity of resolution. Therefore, communication skills across both are essential to ensure they can adapt their communication style to individual guests and circumstances whilst maintaining communications in line with the brand’s tone of voice.

Key accountabilities for Guest Relations Complaint Specialist include:

• Respond to all guest complaints with a high standard of professionalism and empathy and with solutions in line with agreed compensation guidelines
• Be creative and proactive in identifying and resolving potential issues, maintaining a focus on guest experience, ensuring they are at the heart of everything we do
• Understand complaint handling processes to be able to support guests and seek resolution to guest complaints whilst considering the commercial impact on the business
• Use relationship management & stakeholder engagement skills to support peers and influence guests

This role is classified as CUK
12 and is available on a full‑time permanent basis, 40 hours per week. Hybrid working preferred, but open to discuss homeworking.

About you:

the ideal candidate

You are more than just your CV. You’re someone who brings:

• Proven experience in customer services/complaints environment
• Confident telephone manner
• Demonstrated ability to solve problems in a proactive manner

In this role, your distinct personal attributes will be the key to standing out. We are on the lookout for candidates who want to excel. If you possess qualities that can drive success in the Customer Support sector, we want you on our team. Your ability to blend analytical skills with interpersonal strengths will set the foundation for innovation and growth within Guest Relations department.

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.

Why join us?

Our P&O Cruises Customer Support team is about being part of a community that values growth, work‑life balance, and wellbeing.

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

CUK-employee-experience-guide-July-

• 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
• 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…