Carnival UK (P&O Cruises & Cunard)
Contact Centre Support Advisor
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Contact Centre Support Advisor
Contact Centre Support Advisor – CUK13 (Full-Time, Hybrid)
We take enormous pride in bringing to life P&O Cruises and Cunard: two of Britain’s most iconic cruise brands, shaped by a rich seafaring heritage and championed by partnerships with global stars. As one of our Support Advisors, you’ll embody our commitment to excellence by delivering outstanding customer service to our valued guests.
Key Responsibilities
- Utilise your product knowledge and exceptional customer service skills to resolve pre- and post-cruise queries via inbound calls at our Contact Centre.
- Aim for first-call resolution, delivering the best possible outcome for guests.
- Build trusting, lasting relationships with guests by proactively identifying tailor-made cruise itineraries and products that match their needs.
- Ensure guest satisfaction and create unforgettable experiences.
Role Classification: CUK13 (Full-Time) Working Arrangement: Hybrid – Minimum 2 days per week at our Southampton office.
What You’ll Need to Succeed
While we value diverse backgrounds and experiences, these are the core qualities that thrive in this role:
- Outstanding communication skills and the ability to deliver exceptional customer service, always going the extra mile for guests and partners.
- Strong problem-solving abilities to resolve inquiries and complaints openly, aiming for first-call resolution at a consistent high standard.
- A passion for cruise products, enabling you to upsell and promote features that enhance guest bookings and loyalty.
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Note: This list is a guide; adaptability and approach are what distinguish our team.
The Ideal Candidate
You bring more than a CV—these are the real expectations for our team:
- Professionalism – punctuality, courtesy, and discretion when handling guest data.
- Positive attitude – a can-do mindset even when challenges arise.
- Team collaboration – working harmoniously in a dynamic contact centre environment.
- Adaptability – ready to pivot with evolving customer needs and operational changes.
Support Advisor: Key Details
Application Process
Interested candidates will first complete:
- Online assessments (exercise, one-way video interview).
- Final interview (held face-to-face at Carnival House, Southampton throughout July and August).
Potential Start Dates: September 2026 Possible opportunities to join a talent pool for future openings.
Training
- First 8 weeks: In-house training (full-time): Monday–Friday, 09:00–18:00 (including breaks).
- Average Hours: 40 per week.
Working Hours & Shifts
- Core Office Days: Monday–Friday, 08:30–20:15 (shifts exclusive of agreed breaks).
- Weekend Coverage:
- 2 Saturdays per month (08:30–18:15)
- 1 Sunday per month (10:00–17:15)
- Shift patterns determined by ROI Resource Planning team.
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Why Join Carnival UK?
Working within our Contact Centre Operations offers a rewarding blend of growth, work-life balance, and recognitions. Some of the benefits include:
- Employee Discounted Cruising + exclusive Friends & Family offers.
- Recognition Scheme with quarterly prizes and awards.
- Office Events: Live entertainment, lifestyle fundraisers, and diversity celebrations.
- Learning & Development: Continuous training for career growth.
- Employee Resource Groups fostering peer connections.
- Health Benefits: شامل Company Health Cash Plan and annual health assessments.
- Discounted Travel & Leisure via partner discounts portal.
- Paid Leave: Minimum 25 days annual leave including public holidays.
Next Steps
At Carnival UK, we prioritise a smooth candidate journey. Due to high demand, we encourage early applications to avoid delays or temporary closure of the role.
For more details, explore our Candidate Journey Map.
P&O Cruises & Cunard are iconic brands rooted in heritage, but it’s our purpose-driven people who ensure every voyage becomes a story for a lifetime. Join us—where talent meets tradition, and every journey home is one worth combining.
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