Contact Centre Reservations Concierge
Description
Job Description
No one knows cruising like Holland America Line & Seabourn. We deliver holiday happiness for millions of people each year and that’s a responsibility we take seriously.
From formal qualifications to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities and this journey can begin as a Reservations Concierge within our Holland America Line & Seabourn Contact Centre.
Key accountabilities include:
- Accountable for booking cruises for our guests via email and telephone, ensuring exceptional service delivery
- Using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via inbound calls.
- 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
Successful candidates will possess:
- 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
- Problem Solving skills with the ability to resolve enquiries and complaints, delivering first call resolution to a high-quality standard.
- Ability to 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
You are more than just your CV. You're someone who brings:
- Professionalism – be ready for work, courteous to colleagues and protect customer information
- Positive Attitude
- Team Collaboration
- Motivation and drive to reach personal and team goals
Reservations Concierge: What you need to know
Average working hours are 37.5 hours per week.
Interview Process: You will be asked to complete an online assessments with the next stage involving a Teams/face to face interview
Start date: To be confirmed, we may also talent pool for future start dates
Training: The first 4 weeks will be training with our team; Monday to Friday 09:00 to 17:30, with week 1 Monday to Thursday on site, the remainder of training will be delivered in both in person and remotely via teams.
You’ll work five days per week within our Contact Centre opening hours of 09:00–17:30 Monday to Friday and 08:00–16:00 on Saturdays. This is a hybrid role, with Wednesdays and Thursdays worked from the office each week.
You’ll be required to work one Saturday in every four, and when you work a Saturday, you’ll receive a day off during the week. Shift times are exclusive of lunch breaks, with exact shifts, rotations and break arrangements confirmed locally.
Why Join Us?
Working within our Holland America Line & Seabourn Team means you’ll be part of a community that values growth, work-life balance, and well-being.
Read our employee experience guide to learn more about life as a Carnival UK colleague here.
- 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, bank holiday allowance and holiday trading scheme
Take the Next Step
Our hiring team values 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.
Recruitment Journey
For more information on your recruitment journey, please visit our Candidate Journey Map.
#LI-Hybrid #CUK #HAL #SBN
#Job Functions: Customer Service; Other; Sales;
#LI-CS1