Customer Service Team Leader

6 days ago


Southampton, United Kingdom Carnival UK Full time

**Job Description** Carnival UK is the home of the prestigious cruise brands P&O Cruises and Cunard, and we operate spectacular ships all over the world We take our guests on fantastic holidays, tailored to their individual requirements, and this is supported by our 330 strongcontact centre staff - and we need a new Team Leader to help us

Why Carnival?
- 25 days annual leave, plus bank holidays. Buy and sell holiday scheme
- HUGE cruise discounts
- Flexible working, including remote work options
- Lots of progression opportunities
- Competitive salary

**The Role**
- Successfully run a team of advisors, ensuring that guests are receiving the best service possible
- Undertake call monitoring and prove feedback
- Implement support and training plans for both individuals and across the team
- Support the delivery of the guest experience strategy
- Empower advisors, encouraging their development and provide support when needed, and actively encourage your team to take ownership of the customer journey
- Ensure that targets are met and exceeded, including financial and service

**About You**

We are looking for someone who has experience in a leadership/management position within customer service (ideally a contact centre), and has proven success in handling escalations.

You must be experienced in coaching staff, with the ability to keep the team motivated, whilst offering full support to the team.

Although not essential, experience within travel and tourism would be beneficial.

This role has been levelled at a CUK10

**About Us** Carnival UK is the operating company for P&O Cruises & Cunard. We provide world class cruise holidays and take enormous pride in our service excellence, creating unforgettable holiday happiness. We're looking for talented colleagues who will share our commitmentto this purpose and to our global Culture Essentials Speak Up, Respect and Protect, Improve, Communicate, Listen & Learn and Empower.
Working with us means you'll be part of a tight-knit but truly diverse global team of passionate people. You'll be supported to drive your development, from formal learning to the life lessons of worldwide travel. We believe in inclusion and the power of diversity,so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.

We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but really relevantskills, we’d love to hear from you.

We work flexibly and will support you to find a healthy balance of remote working and time in our fantastic office collaborating, taking part in events and developing the social connections that make working with us so rewarding. We welcome the opportunityto discuss reduced hours and job share arrangements.

**About the Team** As part of our Shared Service function, the Contact Centre Operation is the heart of what we do. With over 250 employees in Carnival House, we are the cornerstone of P&O Cruises and Cunard. Our roles include; Personal Cruise Advisor, Flights Advisor, GuestServices Coordinator and Guest Relations Representative. It is often the first place where our guests contact us, so high levels of service are really important. There are also a variety of support roles working alongside our Contact Centre telephony teamsincluding; Service Development, Resource Planning & Performance and Communications.
CUK#



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