About the Role
We take enormous pride in bringing to life P&O Cruises and Cunard, two of the most iconic brands from Britain’s rich seafaring heritage. Our Carnival UK Contact Centre Operation (CCO) team is seeking a Contact Centre Sales Team Leader who will support our CCO direction and nurture a high‑performing team.
Key Responsibilities
* Ensure the successful day‑to‑day running of a Contact Centre Sales Team, motivating, engaging and coaching staff to deliver exceptional service and achieve KPIs.
* Work closely with the CCO Sales Manager to implement sales strategies that increase conversion, marketing consent, revenue and CCO share in line with the overall brand strategy.
* Ensure all sales activities are compliant with company policies and procedures.
* Provide feedback and solutions to influence business change and success, working collaboratively with stakeholders at all levels.
* Manage pre‑cruise complaints, taking ownership until fully resolved.
Position Details
Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK10. It is a full‑time, 12‑month fixed‑term position with hybrid work, including up to two days from home.
Qualifications
* Previous experience in a leadership or management role.
* Sales background.
* Experience working in a customer service team.
* Proven success in handling escalations.
* Experience in coaching others.
* Ability to support and motivate others.
* Demonstrated ability to solve problems in a proactive manner.
Preferred Background
* Travel agency or tour operator background.
* Contact centre background.
* Guest‑facing experience.
Benefits
* Employee Discounted Cruising plus Friends and Family offers.
* A friendly welcome with help settling in.
* Regular office events including live entertainment, lifestyle events and charity partner fundraisers.
* Extensive learning and development opportunities.
* Minimum 25 days leave, bank holiday allowance and holiday trading scheme.
* Employee‑led networks.
* Employee Assistance and Wellbeing programmes.
* Recognition scheme with prizes and awards.
* Contributory Defined Contribution Pension scheme.
* Company paid private medical and dental insurance 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 a range of healthy cooked and grab‑and‑go meals.
* Discounted retail and leisure via discounts portal.
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