Job Description

Carnival UK & P&O Cruises are a leading name in the holiday sector, dedicated to delivering unforgettable holiday happiness to our guests. Our success is built on a foundation of diverse talents and perspectives, and we believe in fostering an inclusive environment where everyone can thrive.

In our continuous journey of growth and innovation at Carnival UK, we are seeking Personal Cruise Outbound Team Leader to bring fresh insights and expertise to our Personal Cruise Outbound Team.

Please note: This role is Hybrid working only. Home working will not be considered.

Role Overview

The role of the Team Leader is to lead, manage, engage, and develop a team of Outbound Sales advisors to maximise all conversion & revenue opportunities and meet or exceed KPIs.

This role is key in supporting the delivery of the company revenue targets and overall Contact Centre performance by working collaboratively with other Team Leaders and wider Contact Centre teams to manage workloads within department service levels, ensure advisors are working to schedule, delivering financial targets, and maintaining exceptional customer satisfaction results.

Work with the Contact Centre Managers on the creation and delivery of the team strategy, creating an environment where the team can take proactive ownership of the guest journey, question working practises, and provide solutions to provide the best guest experience.

This pivotal role will involve:

• Responsible for the successful day to day running of a Contact Centre Outbound Sales Team, through strong leadership, motivating, engaging, and coaching staff to deliver exceptional service to our guests and achieve KPIs 
• Oversea and day to day management of the Outbound Leads ensuring hot leads are prioritised and leads are followed up within agreed SLAs 
• Work collaboratively with peers across Brand Marketing an Analytics teams to ensure high quality of Outbound Leads and provide feedback to stakeholders 
• Be a subject matter expert for Outbound process and relevant systems such as NICE CxOne Salesforce, and Lead Capture 
• Work closely with the CCO Management Team to implement sales strategies to increase conversion, marketing consent, revenue & CCO share in line with the overall brand strategy 

This role is positioned at CUK10 level within our organisation and is available on a full-time, permanent basis at 40 hours per week. We offer hybrid work including up to three days from home. *Homeworking will not be considered for this role.

What You'll Bring:

Your unique background and skills are what will make you stand out. We're looking for:

• 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: The Ideal Candidate

You are more than just your CV. You're someone who brings:

• Knowledge/ Experience – desirable
• Travel agency or tour operator background
• Contact Centre background

Application Guidance:

Diversity is our strength, and we encourage applications from those with varied experiences, whether you meet every listed requirement or not. If you’re passionate about Customer Support and looking for an opportunity to grow, we’d love to hear from you. 

Why Join Us?

Working with us means more than just a role in Sales. It’s about being part of a team that values well-being and personal growth. 

Read our employee experience guide to learn more about life as a Carnival UK colleague.

CUK-employee-experience-guide-July-2025.pdf

Here’s what we offer:

• Employee Discounted Cruising plus Friends and Family offers
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Recognition scheme with prizes and awards
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Employee-led networks
• Employee Assistance and Wellbeing programmes
• Company paid Health Cash Plan 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
• Contributory Defined Contribution Pension scheme
• A friendly welcome with help settling in

Due to the popularity of our roles and our commitment to finding the best talent, we might close applications earlier than advertised. Don’t miss out on this opportunity to become part of a team dedicated to creating unforgettable holiday happiness. Apply today to start your journey with us.

Recruitment Journey

For more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney. 

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#Job Functions: Customer Service; Sales; Management; 

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