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Family Assistance Specialist

Posted on 29-Jul-2022
Application Close Date: 19-Aug-2022
Job Details
Call Centre & Customer Service
Position Type:
Full Time
Job Reference:
  • Make a difference in the lives of others
  • Never a dull moment in this diverse, fast-paced role
  • Join the world's largest cruise holiday company

Reporting to the Family Assistance Manager, this exciting and challenging position will see you provide pro-active, caring support and assistance to our passengers, pre cruise medical, dietary and mobility and have been disembarked from the ship primarily for medical reasons. This role will assist guests from their initial disembarkation until their arrival home. It also incorporates assisting guests with Tier 2 pre cruise medical, dietary and mobility requests.

About you:

You are a caring, empathetic, and resilient individual with strong relationship building skills and high emotional maturity. You have an up to date vaccination status as per the company onboard policy and hold a current working with children check.

Specific responsibilities will include but are not limited to:                                                                                                                               

  • Respond to Customer Care Tier 2 enquiries via all communication channels
  • Provide caring support and assistance to passengers who have been disembarked from the ship due to a wide range of reasonsLiaise with guests to ensure we are fully informed on their requirements 
  • Generate reports and send to the ships prior to each cruise to inform them of guests needs and requests.  
  • Liaise with Port Agents, hospitals and insurance companies to ensure smooth repatriation and accuracy of essential information
  • Maintain regular contact with families of those affected to ensure a high level of support and professionalism is provided
  • Flexibility for deployment to various locations throughout Australia, upon short notice as required and the ability to work on call one in every 3 weeks to support medical disembarkations
  • Take action in line with Company policies and take into consideration any public relations/health or safety sensitivities

We would love to hear from people with:

  • 2+ years of experience in a telephone related role demonstrating clear 2-way communication – Insurance, Travel, Health, Emergency Response will be highly regarded
  • Strong administrative experience
  • General computer proficiency with MS suite experience specifically excel
  • Emotional strength and a compassionate demeanour, with a high level of resilience
  • Proven ability to manage multiple tasks at any one time and prioritise key activities
  • Flexibility – this is an ‘on-call' position where you must have the ability to perform activities outside of traditional work hours, and travel interstate at short notice
  • A desire to make a difference in the lives of others 

Some benefits our team enjoy at Carnival Australia:

  • Competitive base + super + incentives + employee benefits and more!
  • Work life balance – 9 day working fortnights with full time pay. Yes, that's a long weekend every fortnight!
  • Offering a hybrid work model – WFH and Office
  • An inclusive and diverse proud workforce
  • Supportive Health & wellbeing – physical, mental, and financial health benefits
  • Fantastic family & friends discount on travel and on-board product launches
  • Reward & Recognition – attractive incentive schemes and recognition programs

About Us :

Listed on the London and New York stock exchanges, we are one of the world's leading leisure companies, hosting over 10 million guests annually. In Australia, our 400 employees support 7 iconic cruise brands including Carnival Cruise Line, Cunard, Holland America Line, P&O Cruises, P&O Cruises World Cruising, Princess Cruises and Seabourn. As a certified top ten Best Place to Work 2021 we will look after you, connect with you, take you places and reward you through an amazing suite of employee benefits.

At Carnival Australia we pride ourselves on promoting an inclusive and flexible workplace culture where individual differences are valued. We are committed to working with people's strengths and encourage applicants to approach us for any necessary adjustments.

As part of our recruitment process and commitment to safety, suitable candidates will be required to undertake Background Checks which may include a Police Check, skills assessment/ testing and reference checks as part of your application process.

Important Notice

Carnival Australia which operates P&O Cruises Australia is aware that some people have received emails claiming to offer employment positions with P&O Cruises Australia. These job offers are false and completely at odds with P&O Cruises' employment practices and have been reported to relevant authorities in Australia. P&O Cruises Australia does not send unsolicited emails offering job opportunities. Career opportunities at Carnival Australia are shown via this website. Should you receive an unsolicited email claiming to offer job opportunities at Carnival Australia or P&O Cruises Australia, you should not respond. Such approaches should be reported to relevant authorities in your country of origin.