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. 

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#Job Functions:  Customer Service; Sales; Management;

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