Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.
Due to a period of increased demand, we are now strengthening our Contact Centre team with a Contact Centre Advisor in our Ipswich Head Office on a 6-month fixed-term contract.
The day-to-day duties for this role include:
1. Create, amend, and upgrade test cruise bookings within the new booking system, including adding applicable extras.
2. Replicate existing live bookings from the current booking system into the new platform to ensure accuracy and continuity during testing.
3. Execute a range of predefined testing scenarios as assigned by the Assistant Reservations Manager or Project Team.
4. Identify, record, and report system bugs, errors, and functional gaps in line with testing procedures.
5. Participate in system stress testing by processing a high volume of bookings within tight timeframes to simulate brochure launch conditions and assess system performance.
6. Deal with customer enquiries and reservations in a polite and professional manner via both inbound and outbound calls, providing accurate information about our cruises.
7. Build and maintain own knowledge library on rates, prices and terms of business.
8. Effectively promote all relevant Fred. Olsen products to customers.
9. Confirm bookings and upselling all relevant products.
10. Chase mandatory guest information, ensuring accurate information is inputted to enable documentation to be released.
11. Handle documentation effectively and in a timely manner.
As the successful candidate, you will be:
12. Ideally from a customer service or call centre background (travel experience is not essential).
13. Educated to GCSE-level or equivalent, with a C or 4 in Maths and English.
14. Personable with excellent communication skills and a polite telephone manner.
15. Highly customer focused and able to deliver exceptional customer service.
16. Computer literate, possessing excellent administrative skills and the ability to pick up new systems quickly.
17. Strong at problem-solving and able to identify and report issues clearly.
18. Excellent at organising a busy workload.
19. Able to multi-task and use your own initiative.
During your induction, you will work closely with our Training and Development team, who will provide full product training covering the systems we use and the Fred. Olsen products to help you have all the knowledge you need to achieve your best.
This is a 6-month, fixed-term, full-time role, working 35 hours per week, Monday to Friday. We ask that you are available to work a maximum of 1 in 2 Saturdays, as required by the Company. A day off during the week will be rewarded when a Saturday is worked.
Fred. Olsen Cruise Lines offer a wide range of benefits including AXA Health medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our Boost Benefits scheme. Attached to this advert you will find a full job description and details of our Company benefits on offer.
Our Values:
20. We are caring - “We trust and care for each other, our guests and our environment”
21. We are positive - “We live and share a positive attitude”
22. We are real - “We are always ourselves and respect others”
23. We are a team - “We are more than a team; we are a family”
As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.