Guest Relations Complaints Specialists

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.

• 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.
• 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.

• 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 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

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.

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.