Guest Support Team Leader

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 relevant skills, we’d love to hear from you.

We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.

**The Role**
- Successfully run a team of advisors, ensuring that guests are receiving the best service possible
- Undertake quality monitoring
- 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

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK10 and is offered on a full-time permanent basis, with at least two days based in our Southampton office.

**About You**

Fresh ideas and different perspectives are what excites us most and help us to succeed. Alongside bringing these to the role, you’ll also need:

- Experience in a leadership/management position within customer service (ideally a contact centre) and has proven success in handling escalations
- Experience in coaching staff, with the ability to keep the team motivated, whilst offering full support to the team
- Previous experience in travel and tourism is not essential but would be beneficial

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK10 and is offered on a full time, permanent basis, with at least two days based in our Southampton office.

**Being part of our team has its advantages**

We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help suport your personal and financial health and wellbeing.
- Home and office-based hybrid working (minimum two office days)
- Annual bonus
- Recognition scheme with prizes and awards
- Employee Discounted Cruising plus Friends and Family offers
- 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
- Minimum 25 days leave, bank holiday allowance and holiday trading scheme
- Contributory Defined Contribution Pension scheme
- A friendly welcome with help settling in

**About Us**:

- Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.

No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.

Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.

It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.

To keep everyone on board fit and well, colleagues who visit or work on our ships must be fully vaccinated, including boosters. We’re reviewing this requirement regularly.

**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, w