Flights Advisor Guest Support

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 enquiries during the customer first interaction while reaching or exceeding customer satisfaction targets, quality goals and efficiency KPIs.

It is important for the role that candidates have experience with the Amadeus Reservation System, as well as:

• Flights and ticketing processes
• Travel industry experience

You will:

• Create/change flight bookings; offer cost-effective fares, correctly calculate cancellation and deviation fees.
• Work with Amadeus alongside in-house systems and processes, providing all necessary information on schedules, airline options, fares, and airline 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.
• Flight booking experience.
• Travel industry knowledge.
• Computer literate.
• Ability to work towards achieving targets and service levels.
• Excellent written communication skills.
• Confident telephone manner.
• Ability to demonstrate understanding of complex systems and processes (Amadeus Reservation System).
• 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 a 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.