Social Media Guest Response Representative - Southampton, United Kingdom - Carnival UK

Carnival UK

Verified Company

Southampton, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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 really 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

We are looking to welcome a Social Media Guest Response Representative to join the Guest Support team based within our busy Contact Centre Operation (CCO).

This role will be part of a dedicated Social Media team, providing a high level of customer service across various social media platforms but pre-dominantly Facebook and X (formerly known as Twitter) and managing our Trustpilot ratings to enhance our brands (P&O Cruises & Cunard) online reputation.

You will:

Ensure high quality communications are sent both publicly and privately keeping the brand(s) image at the forefront of all activity whilst maintaining a high standard of professionalism and courtesy, representing the voice of the business serving guests across our social platforms
Provide guest support using product and process knowledge to respond and resolve, reducing the need for guests to make further contact through another channel. Escalating any concerns or potential risks accordingly that may result in brand reputational damage for priority action
Build and maintain strong working relationships with key internal stakeholders (Public Relations, Brand Marketing and Digital teams)
Provide regular insight on social activities including trend reporting to drive improvements and efficiencies in 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
CUK13 and is offered on a full time, permanent basis, with hybrid working in our Southampton office, a minimum of 3 days per week.

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 either customer services, complaints or marketing role with a passion for providing excellent customer experiences
Excellent written communication skills, with a strong attention to detail for spelling and grammar
Experience in engaging via social media platforms and a broad understanding across all channels
Ability to work under pressure in a fastpaced environment, with great prioritisation skills

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 officebased hybrid working, working with 3 days per week in the office
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
Employeeled networks
Employee Assistance and Wellbeing programmes
Company paid Health Cash Plan and health assessment
Inhouse 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

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Job Functions:
Customer Service; Sales; Writing / Editing_
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About Us:

Holidays are one of life's greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.

No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness.

As part of the world's largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain's rich seafaring heritage, P&O Cruises and Cunard.

Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years.

And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.

Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. O