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Contact Centre Team Leader
2 weeks ago
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 strong contact centre staff - and we need a new Team Leader to help us
**Why Carnival?**
As a Carnival UK colleague you can enjoy a range of benefits including:
- HUGE discounted cruise with Cunard and P&O Cruises plus late availability offers
- Flexible hybrid working
- Excellent career opportunities
- Minimum 25 days of holidays and option for holiday trading
- Contributory Defined Contribution Pension scheme
- Company paid Health Cash Plan
- Company paid Health Assessment
- Employee Shares Plan
- Electric Car scheme
- Life Assurance
- Cycle to work
- Access to digital GP
- Opportunity to join employee led networks
- Extensive learning and development opportunities
- Employee assistance programme
- Shopping discounts portal
We are based out of a fantastic working environment in the heart of Southampton and offer a fun vibrant culture to be a part of.
**The Role**
In your new role as Team Leader, you will lead, manage, motivate and develop a team of advisors who provide front line support to our guests or travel agents.
- 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
- Work with other team leaders within the contact centre, as well as scheduling, planning etc
- Empower Senior Advisors, encouraging their development and provide support when needed
- Ensure that targets are met and exceeded, including financial and service
- Work with the Contact Centre Manger 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 in order to provide the best guest experience.
**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 CUK10
To view the full job description, click here
**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, creeating unforgettable holiday happiness. We're looking for talented colleagues who will share our commitment to this purpose and to our global Cutlture 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 relevant skills, 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 opportunity to 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, Guest Services 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 teams including; Service Development, Resource Planning & Performance and Communications.
