Customer Services Specialist
Employer: cruise118 .com
Location: Choose between hybrid or UK home-based work options.
Working hours: 40 hours per week. Mon-Fri 9-5.30pm or 9.30-6pm with 30 min lunch.
Salary: £25,467 pa
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You will be the main point of contact for our customers once their holiday has been booked by our sales team. Working in a fast-paced, high-volume environment, you’ll support customers primarily over the phone, with some email and webchat communication.
Customer enquiries will range from straightforward questions about cruises, flights, and accommodation to more complex requests such as itinerary amendments and date changes. The role also includes a small administrative element, such as quality-checking bookings and issuing invoices to ensure all details are accurate and meet our high standards. However, this is predominantly a phone-based position within a contact centre setting.
You’ll also have the opportunity to earn commission by identifying and promoting suitable holiday upgrades and additional extras. Your focus will be on resolving customer queries at the first point of contact, while consistently delivering our award-winning concierge service and an exceptional customer experience.
What we are looking for:
We’re looking for enthusiastic, customer-focused individuals who can bring their knowledge, personality, and energy to our team. With a passion for cruising and travel.
Cruise or travel experience – ideally from an online cruise company, retail travel agency, or tour operator where you’ve sold or supported cruise bookings..
Customer service excellence – a strong track record in delivering outstanding service and creating memorable customer experiences.
First-hand travel insight – whether through cruising, working onboard, overseas roles, or simply your own adventures, destination knowledge is a big plus.
Tech-savvy skills – confidence using multiple booking systems (cruise and airline preferred) plus good working knowledge of Microsoft Office (Word, Excel, Outlook).
Adaptability – comfortable working in a fast-paced environment, picking up new systems quickly, and keeping accurate records.
Homeworking background – previous remote or contact centre experience is beneficial.
Attention to detail – organised, accurate, and reliable in managing bookings and administration
People skills – the confidence and personality to build rapport quickly with customers over the phone and on live chat.
Passion for travel – above all, enthusiasm and a genuine love of cruising and travel that you can share with our customers.
What we offer you
Salary: £25,467 pa
Hybrid or homeworking (UK only)
Equipment provided (Laptop, Headset & Mouse)
Contributory company pension scheme
30 days annual leave (22 days plus 8 bank holidays)
40 hours per week. Mon-Fri 9-5.30pm or 9.30-6pm with 30 min lunch.
Saturdays on a rota basis.1 in 3 Winter Oct-Mar
1 in 2 Summer April-Sept
Sundays 1 in 4 (July-Sept only)
Company paid parking permit if onsite
Discounts on cruises and holidays for you & your family
Annual uncapped concession towards your own cruise holiday
Discounted travel insurance
Paid leave day for volunteer charity work or to participate in a fundraising event
Annual attendance bonus
Access to an employee discount platform which offers savings on everyday purchases
Enhanced maternity package
Enhanced paternity pay
Refer a friend bonus
Paid day off work on your birthday
Option to buy/sell annual leave
Training contributions
Join our award-winning team and become a part of our success story. Apply today and take the first step toward a rewarding career in cruise sales!
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