We take enormous pride from 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 in search of a Support Contact Centre Team Leader, who is crucial in supporting our CCO direction and nurturing a high-performing team. Your accountabilities will include:
1. Responsible for the successful day to day running of a Contact Centre Team, through strong leadership, motivating, engaging, and coaching staff to deliver exceptional service to our guests and achieve KPIs
2. Ensure support advisors maximize the opportunity to revenue generate across all guest contact interactions, encouraging guests to self-serve where possible
3. Work closely with the CCO Manager to Implement strategies to increase First Contact Resolution and a digital first approach line with the overall brand strategy
4. 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 in line with agreed compensation guidelines
Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK10, offered as a full-time hybrid position, on a permanent basis.
Requirements: Your Expertise and Leadership
To thrive as a Support Contact Centre Team Leader within the team, we're looking for:
5. Contact Centre Customer service experience in a leadership role
6. Travel agency or tour operator background
Why Join Us?
Working with us is about more than a job. It's about creating unforgettable holiday happiness for our guests and a fulfilling career for you.
Read our employee experience guide to learn more about life as a Carnival UK colleague.
Our benefits package reflects our commitment to your wellbeing:
7. Employee Discounted Cruising plus Friends and Family offers
8. A friendly welcome with help settling in
9. Regular office events including live entertainment, lifestyle events and charity partner fundraisers
10. Extensive learning and development opportunities
11. Minimum 25 days leave, bank holiday allowance and holiday trading scheme
12. Employee-led networks
13. Employee Assistance and Wellbeing programmes
14. Recognition scheme with prizes and awards
15. Contributory Defined Contribution Pension scheme
16. Company paid private medical and dental insurance and health assessment
17. In-house Occupational Health help and access to digital GP
18. Life Assurance
19. Parental and adoption leave
20. Employee Shares Plan
21. Electric Car and Cycle to Work schemes
22. Onsite restaurant offering range of healthy cooked and grab and go meals
23. Discounted retail and leisure via discounts portal
Ready to Lead?
If guiding a guest experience team to new heights excites you, we're eager to hear from you. Apply now to start your journey with us, where your performance-led leadership will make a difference in our shared success.
Recruitment Journey
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