Carnival UK

Contact Centre Team Leader (Princess Cruises)

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Job ID 10222 Date posted 13/03/2025 Date closes 27/03/2025 City SOUTHAMPTON State HAMPSHIRE Country United Kingdom Job Type Full Time

Job Description


Our Princess Cruises Contact Centre Operation (CCO) team is in search of a Team Leader, who is crucial in supporting our CCO direction and nurturing a high-performing team. Your accountabilities will include:

  • Responsible for the successful daily running of all areas within the Contact Centre, inclusive of Inbound, Outbound, Webchat & Air, to ensure team KPI’s are achieved.
  • To regularly review individual’s performance & develop Contact Centre team members through strong leadership, motivation, engagement, coaching & training techniques, to drive sales & consistently deliver excellent customer service.
  • Owning the delivery and embedment of key business changes within the Contact Centre.
  • To assist with the production and delivery of inductions for new employees & training programmes for the Contact Centre team.

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 basis, we offer hybrid work including up to two days from home.

Requirements: Your Expertise and Leadership

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

  • Leading, developing and managing a high performing sales and customer service team through coaching and strong people management.
  • Using initiative and creativity to build a winning, fun environment which drives sales performance.
  • Experience of running the daily operation of a Contact Centre, demonstrating knowledge of the performance daily.
  • Networking at all levels internally and externally

About You: A Catalyst for Change

We believe that diversity enriches our team. We're interested in candidates who:

  • Previous experience within the travel/cruise industry or Contact Centre environment
  • Knowledge of relevant contact centre systems
  • Knowledge of booking systems

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. 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. 

#LI-Hybrid

#Job Functions:  Customer Service; Sales; Management;

#LI-KP1


About Us

Holidays are one of life's greatest pleasures, and having the chance to relax, escape and explore is a magical thing. There is no hiding that we love cruise, and we believe there is no better holiday than a cruise. In fact, we are The Love Boat.

In addition to offering a premium way to travel and explore the world, Princess Cruises distinguishes itself with its emphasis on personalised service, innovation and delighting millions of guests every year.  And this is precisely what our agile and tight knit teams do, onboard and onshore. We share high standards, heartfelt values and ultimately a passion for Princess Cruises.

As part of Carnival Corporation, our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equality and inclusion.

It's through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel's Employer of Choice.

Now is the time to join our Princess community, and discover why The Love Boat is so loved by so many.

Carnival UK is committed to protecting against potential risks to safeguarding, security and/or fraud risks. This post is subject to the disclosure of criminal records and vetting checks in the event of an individual being offered the position.  We will only ask about convictions which are defined as 'not protected'.

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