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 P&O Cruises Contact Centre Sales Team Leader, who is crucial in supporting our CCO direction and nurturing a high-performing team. Your accountabilities will include:
* Responsible for the successful day to day running of a Contact Centre Sales Team, through strong leadership, motivating, engaging, and coaching staff to deliver exceptional service to our guests and achieve KPIs
* Work closely with the CCO Sales Manager to implement sales strategies to increase conversion, marketing consent, revenue & CCO share in line with the overall brand strategy
* Ensure all sales activities are compliant within 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
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 position, on a 12-month fixed term basis, we offer hybrid work including up to two days from home.
Requirements: Your Expertise and Leadership
* Previous experience in a leadership or management role
* Sales background
* Experience of 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
About You: A Catalyst for Change
* Travel agency or tour operator background
* Contact Centre background
* Guest facing experience
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.
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 range of healthy cooked and grab and go meals
* Discounted retail and leisure via discounts portal
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