Customer Service Expert - Cruise & Lapland
Career Integrity & Compliance Audit Report
This vacancy has been independently reviewed by the OppaJob Transatlantic Career Intelligence Desk to confirm authentic direct employer recruiting, verify compensation transparency, and eliminate applicant processing fees.
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Position Overview & Specifications
Following yet another record-breaking year and with exciting future aspirations, we are looking for talented Cruise/Lapland Customer Service Experts to support our expansion plans.
If you’re looking for a new challenge, your next move or you’d like to specialise in Cruise/Lapland Customer Service, get in touch for a friendly, informal chat.
Location: Homeworking/Hybrid/Office Based
Salary: Competitive – based on experience
Experience, Qualities & Skills
Candidates must have experience working within the Travel and/or Cruise Industry
- Passionate about delivering the very best customer experience.
- Confident, friendly and articulate when speaking to clients.
- Enjoy building rapport and forging long lasting relationships.
- Possess genuine empathy and the desire to help people.
- A ‘can do attitude’ always aiming to go the extra mile.
- Excellent listening skills.
- Ability to pro-actively resolve issues and find amicable solutions.
- Good written English.
- Experience in communicating via live chat, social media.
- Enjoy working in a face paced, service-oriented environment.
- Being well travelled with good knowledge and first-hand experience of worldwide destinations is highly desirable.
Responsibilities:
- Supporting clients post-booking and pre-departure requirements.
- Communicating effectively via omni-channels including; Live Chat, WhatsApp, Email and Voice.
- Upgrading clients cruise, flights, hotels and tours.
- Fulfilling amendments and cancellations.
- Resolving client queries, finding solutions and escalating complaints.
- Assisting internal departments on customer service and administrative queries.
- Liaising with suppliers and tour operators on behalf of clients.
- Outbound calling projects as and when required.
- Provide high levels of customer satisfaction.
Reward/Opportunities:
- Competitive Salary.
- Vitality Private Healthcare.
- Cruise/Lapland Training and Development.
- Ship visits/Educational opportunities.
- Discounts on holidays.
- Sponsored social events.
- Contribution Pension.
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: General
Based on transatlantic hiring benchmarks for Customer Service Expert - Cruise & Lapland roles across Stewart Travel Group's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to General.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £20,979 - £25,125 bracket, including retirement vesting and health parity.
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