**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** 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_ **About Us** Holidays are one of life's greatest pleasures, and having the chance to relax, escape and explore is a magical thing. There is no hiding that we love cruise, and we believe there is no better holiday than a cruise. In fact, we are The Love Boat. In addition to offering a premium way to travel and explore the world, Princess Cruises distinguishes itself with its emphasis on personalised service, innovation and delighting millions of guests every year. And this is precisely what our agile and tight knit teams do, onboard and onshore. We share high standards, heartfelt values and ultimately a passion for Princess Cruises. As part of Carnival Corporation, 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, equality 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. Now is the time to join our Princess community, and discover why The Love Boat is so loved by so many. **About the Team** One of the best-known names in cruising, Princess Cruises is the world’s leading international premium cruise line and tour company operating a fleet of 14 modern cruise ships, carrying two million guests each year to 330 destinations around the globe. In 2017 Princess Cruises, with parent company Carnival Corporation, introduced MedallionClass holidays enabled by the Medallion, the travel industry’s most advanced wearable device, provided free to each guest sailing on a MedallionClass ship. The award-winning innovation offers the fastest way to an effortless personalised holiday giving guests more time to do the things they love most. The company is part of Carnival Corporation & plc.   Join us on our journey - apply now.