**Job Description** 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. If you have more, less or different experiences, but relevant skills, we’d love to hear from you. We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements. **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. **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, you’ll also need: + Proven experience in customer services/ complaints + 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 + Demonstrated ability to solve problems in a proactive manner **Being part of our team has its advantages…** We’re a holiday company so we know there’s 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 aren’t able to consider applications once this happens. \#LI-Hybrid \#Job Functions: Customer Service; Sales; Training; \#LI-KP1 **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.