Posted: 2h ago
The role
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. We have a very exciting opportunity to launch a brand-new role as we continue to grow. We’re expanding our Contact Centre team with a Guest Support Advisor (Live Chat), based at our Ipswich Head Office to help shape the future of our digital guest experience and bring even more warmth, speed and personality to our online support. The Guest Support Advisor is the friendly digital face of Fred. Olsen Cruise Lines, helping guests and travel partners get quick, accurate answers through live chat. You’ll keep conversations flowing smoothly across our online platforms, making sure every guest feels supported throughout their journey. You’ll also take on key admin tasks and support guests through My Cruises-related calls. Working closely with the Live Chat Team Leader, you’ll have day-to-day guidance and encouragement to deliver warm, high-quality service that truly reflects the Fred. Olsen spirit. In this role, you’ll keep our digital conversations flowing - speaking with guests across live chat and social channels, solving most queries on the spot and guiding them through the My Cruise platform with confidence. You’ll jump between chats, occasional follow-up calls and payments while managing Guest Services tickets and admin tasks with accuracy. From booking to boarding, you’ll support guests with cruise info, documents, tours and general questions, keeping our systems updated and working closely with other teams to get every enquiry resolved smoothly. You’ll spot trends, share insights, build solid knowledge of our ships and destinations and deliver a memorable, guest-focused service. In addition to live chat, you’ll also manage messages through our social media platforms on Facebook and Instagram, delivering quick, polished responses that stay true to our brand tone. This is a fantastic opportunity for someone who is passionate about delivering great service and excited to shape the future of our digital guest support. This is a full-time, permanent role working 35 hours per week Monday to Friday, rotating weekly between 9am-5pm and 12pm-8pm shifts. The successful candidate will be based at our Head Office, Fred. Olsen House, White House Road, Ipswich IP1 5LL with the option to work from home two days a week once training has been successfully completed. 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. Attached to this advert you will find a full overview of the fantastic benefits we offer, along with a detailed Job Profile for this position. Our Values: We are caring - “We trust and care for each other, our guests and our environment” Always deliver a warm and friendly welcome, always make time to listen, look out for each other’s safety, security and well-being, strive to help protect the environment for future generations. We are positive - “We live and share a positive attitude” Motivate each other with positive energy, always see the opportunities in new ideas, believe it’s better to learn than never try, always look for ways to add value and make a difference. We are real - “We are always ourselves and respect others” Bring our real selves to work and perform, respect and embrace all our different personalities and cultures, have the courage to admit when we are wrong and have the strength to act on it, have a voice and encourage open, honest communication. We are a team - “We are more than a team; we are a family” Share experiences and learn from each other, adapt, respond and pull together to drive results, together we recognise and celebrate our achievements. As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.
