Social Media Representative

Job 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.

Handling guest communications received publicly and privately through the above social channels, these communications will vary across a range of subjects; including guest enquires relating to our products or booking related queries, positive engagement with guests and negative reactions and complaints.

This role is pivotal in ensuring continued support on TikTok growth and strategy in 2025.

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 2 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 with a focus on TikTok.

• Ability to work under pressure in a fast-paced 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 office-based hybrid working, working with 2 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

• Employee-led networks

• Employee Assistance and Wellbeing programmes

• Company paid Health Cash Plan and health assessment

• In-house 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

Please note: Being able to create unforgettable holiday happiness is a brilliant opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren’t able to consider applications once this happens.

#LI-Hybrid

#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. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.

It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.