Job Description

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 (12 Month FTC), 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 Team, through strong leadership, motivating, engaging, and coaching staff to deliver exceptional service to our guests and achieve KPIs
• Ensuring support advisors maximise the opportunity to revenue generate across all guest contact interactions, encouraging guests to self-serve where possible
• Working closely with the CCO Manager to implement strategies to increase First Contact Resolution and a digital first approach line with the overall brand strategy
• Providing feedback and solutions to influence business change and success, working collaboratively with stakeholders at all levels 
• Managing 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 12 Month Fixed Term basis.

Requirements: Your Expertise and Leadership

To thrive as a Support Contact Centre Team Leader within the team, we're looking for:

• Previous experience leading, developing and managing a high performing customer service team through coaching and strong people management
• Motivation and drive to reach personal and team goals 

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 here.

Our benefits package reflects our commitment to your wellbeing:

• 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

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

For more information on your recruitment journey, please visit our Candidate Journey Map.

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#Job Functions: Customer Service; Sales; Other;

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