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 Management and leadership of a team of Guest Relations Representatives who respond to Princess Cruises guest and/or travel agent feedback mid or post cruise. To encourage and support the team to ensure the Princess brand is effectively always represented with guest’s loyalty maintained and costs controlled. Ensuring all correspondence is dealt with within service levels and by the appropriate method including, but not limited to, telephone in the first instance, email or letter. Responsible managing the administration tasks for Captain’s Circle, Lost Property, Shareholder and Military benefits ensuring all correspondence is dealt with within service levels. To create an environment where the team can take proactive ownership of the guest experience by providing solution recommendations for improved quality, guest experience and KPI’s which include achieving telephone resolution targets, response time, case closure and percentage of guests Ocean Ready. You will: Responsible for leading a team of Guest Relations Representatives, ensuring regular reviews and appraisals take place with appropriate development and growth opportunities identified and documented Undertake regular quality reviews to ensure that processes are being followed and responses are in line with company standards and in the best interest of the guest experience Deal with and conclude a variety of escalated guest enquiries to provide a resolution for the guest and the business Coach and support new starters and existing members of the team to effectively and efficiently resolve guest complaints and improve the guest experience Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK 10 and is offered on a full time, 12 months fixed term contract 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: A minimum 2 years’ experience in Guest Relations environment speaking directly with guests In depth knowledge of Siebel CRM and POLAR Line Management experience Proficient in Microsoft Office suite 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