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Trainee Guest Services Advisor



Applications for this role are now closed.

29th April 2024

Guest Services

Vacancy Type:
Permanent Full Time

£20,900 Per Annum

Closing Date:
Fri, May 3, 2024


BUPA medical, Life Assurance, discounted holidays and cruises plus retail discounts and cash back incentives through our MyBenefits scheme.


The Guest Services department play a crucial role of being the first point of contact, communicating via telephone, email and post with our Guests and Travel Agencies. This successful team are also responsible for efficiently processing cruise documentation and handling a variety of vital administrative tasks for our cruise bookings. They are always delivering an outstanding customer service and are proud to demonstrate The Olsen Way and our company values.
As a Guest Services Advisor, you will be the first point of contact for both internal and external customers providing accurate information about our cruises. You will deal with both inbound and outbound calls, accurately process cruise documentation and carry out a variety of administrative duties. 

As the successful candidate, you will be personable with excellent communication skills and a polite telephone manner. You will be highly customer focused and able to meet to the company's expectations around delivering exceptional customer service.

This position will be based at our Head Office in Ipswich (Fred Olsen House, 42 White House Road, Ipswich, Suffolk, IP1 5LL) This is a full time role, working 35 hours a week Monday - Friday working 1 in 3 Saturday's. A day off in the week will be rewarded when a Saturday is worked. 

Please see our full advert for all the information about us, the role and how to apply.

Purpose of Role:

To be a responsible member of the Guest Services team ensuring all cruise documentation is processed as per Company requirements and that guest and agent enquiries are dealt with in a professional and courteous manner.

Main Tasks & Activities:

General Responsibilities

  • To handle documentation effectively in a timely manner
  • To handle inbound and outbound calls and handle enquiries that come into Guest Services
  • Chase missing guest information and ensuring accurate information is inputted to enable tickets to be sent
  • Write correspondence to guests and agents

Please see the documents attached to our full advert (on our website) for special responsibilities and other duties.

Person Profile

Education and Qualifications

  • Proven general standard of education, GCSEs (A-C) incl. Maths & English (or equivalent)
  • Level 1 Award/Certificate (NVQ) for Introduction to Customer Service, Contact Centres, or Business Administration (or equivalent)
  • Level 2 Certificate/Diploma (NVQ) in Contact Centres, Customer Service or Business Administration (or equivalent)

Interpersonal & Communication skills

  • Customer service orientated
  • Good time management / communication skills – written and verbal
  • Proactive with a ‘Can do’ attitude

Additional Requirements

  • Ability to travel & work occasional evenings & weekends as required
  • Driving Licence
  • Ability to visit and board the ships at various ports across the UK.

Please see the documents attached to our full advert (on our website) for all of the person profile requirements.


Closing Date

The closing date for this job offer is on 03/05/2024




This job is located in Ipswich, Suffolk

How to Apply

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About Fred. Olsen Cruise Lines

At Fred. Olsen we know that our people are our future. Nurture those you've worked hard to attract. Learn from each other. Invest in the talents around you and embrace change. It's a philosophy that makes our organisation a favourite employer in East...

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