Support Contact Centre Team Leader

3 days ago

Southampton, United Kingdom Carnival UK (P&O Cruises & Cunard) Full time

Support Contact Centre Team Leader – Carnival UK (P&O Cruises & Cunard) – Southampton, England, United KingdomWe take great pride in bringing to life two iconic brands from Britain’s seafaring heritage. Our Contact Centre Operation team seeks a supportive and proactive leader to help nurture a high‑performing team.Full‑time, hybrid position, on a permanent basis.ResponsibilitiesRun the day‑to‑day operation of the Contact Centre Team, providing strong leadership, motivation, engagement, and coaching to deliver exceptional service and meet KPIs.Ensure support advisors maximize revenue opportunities across guest interactions, encouraging self‑service where possible.Collaborate with the CCO Manager to implement strategies that increase First Contact Resolution and promote a digital‑first approach aligned with the overall brand strategy.Provide feedback and solutions that drive business change, work with stakeholders at all levels, and manage pre‑cruise complaints through to resolution in line with compensation guidelines.QualificationsExperience leading a contact centre in a customer‑service environment.Background in a travel agency or tour operator.Strong interpersonal and coaching skills.Ability to inspire a team and manage KPIs and performance metrics.BenefitsEmployee discounted cruising plus friends and family offers.Friendly welcome and help settling in.Regular office events, live entertainment, lifestyle events and charity partnership fundraisers.Extensive learning and development opportunities.25 days compulsory 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.On‑site restaurant with healthy cooked meals and grab‑and‑go options.Discounted retail and leisure via a discounts portal.Recruitment JourneyFor more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney. #J-18808-Ljbffr

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