Job Description

Princess Cruises is in search of an Outbound Contact Centre Team Leader who is crucial in supporting our direction and nurturing a high-performing team.

The Role

The Outbound Contact Team Leader is responsible for leading, managing, and developing our talented team of Personal Cruise Specialist. In this pivotal role, you'll provide day-to-day team management, line management, and coaching, fostering a culture of excellence and driving performance to achieve commercial targets and productivity KPIs.

Working closely with other Team Leaders and the wider Guest Services team, you'll ensure seamless operations, optimize workloads, achieve service levels, meet profitable growth targets, all to deliver exceptional guest experiences.

Your accountabilities will include:

• Responsible for the successful daily running of all areas within the Contact Centre, primarily  Outbound, but additionally supporting Inbound, Webchat & Air, where required
• To regularly review individual’s performance & develop team members through strong leadership, motivation, engagement, coaching & training techniques, to drive sales & consistently deliver excellent customer service
• Responsible for ownership of the guest experience by providing feedback and solutions to influence business change and success
• Create team identity through inspirational leadership

Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK10 offered as full-time position, on a 12 Month fixed term basis, with hybrid working in our Southampton office, a minimum of 2 days per week

Requirements: Your Expertise and Leadership

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

• Experience leading, developing and managing a high performing sales and customer service team through coaching and strong people management
• Initiative and creativity to build a winning, fun environment which drives sales performance
• Experience of running the daily operation of a Contact Centre
• Knowledge or previous use of Salesforce is advantageous but not essential

Why Join Us? 

Working within our Princess team means you’ll be part of a community that values growth, work-life balance, and well-being

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

• Employee Discounted Cruising plus Friends and Family offers 
• 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 
• Company paid Health Cash Plan and health assessment 
• Discounted retail and leisure via discounts portal 
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme 
  

Take the Next Step

Our hiring team values giving candidates a great experience, if we receive a high volume of applications that will compromise our ability to offer the service we like to provide, the role could be paused or closed early, we therefore encourage you to apply early to avoid disappointment.

Recruitment Journey

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

#LI-Hybrid 
#Job Functions:  Customer Service; Other; Sales;  
#CUK 

#PCL  

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About Us

About the Team

One of the best-known names in cruising, Princess Cruises is the world’s leading international premium cruise line and tour company operating a fleet of 14 modern cruise ships, carrying two million guests each year to 330 destinations around the globe. In 2017 Princess Cruises, with parent company Carnival Corporation, introduced MedallionClass holidays enabled by the Medallion, the travel industry’s most advanced wearable device, provided free to each guest sailing on a MedallionClass ship. The award-winning innovation offers the fastest way to an effortless personalised holiday giving guests more time to do the things they love most. The company is part of Carnival Corporation & plc.  

Join us on our journey - apply now.