Reservations Team Leader

We have an exciting opportunity for a Contact Centre Team Leader, to join our Contact Centre at Princess Cruises. This role forms part of a fantastic team in a growing company and there has not been a more exciting time to be joining Princess Cruises

**The Role**

In your new role as Team Leader, you will lead, manage, motivate and develop a team of co-ordinators who provide front line support to our guests or travel agents.

You will be responsible for the successful day to day running of your team, utilising your strong leadership skills to ensure that co-ordinators are providing the best possible service to our guests. This includes ensuring that service levels are delivered and optimum productivity is achieved.

The role of team leader involves undertaking call monitoring and providing feedback, implementing any necessary support to your team, and identifying training needs. You will also work collaboratively across the Contact Centre with other Team Leaders and departments to deliver on targets (including financial), that workloads are shared equally, and that all guests receive exceptional 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 CUK10

To view the full job description please 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 from bringing to life two of the most iconic brands from Britain’s rich seafaring heritage. That legacy of elegance and style, of beautiful ships, inspiring leadership and guest-obsessed service excellence lives on today, as we evolve ourselves for tomorrow.

Working at Carnival UK means being part of a tight-knit but truly global team made up of friendly, happy, caring people. Parts of our business are incredibly diverse, but we work hard every day to promote even greater inclusion, fresh ideas and different perspectives. Whatever our role or background, we share high standards, heartfelt values and a sense of belonging. We’re focused on wellbeing every day, as well as being supportive and compassionate when we need it most. We stand by our Culture Essentials which help us live out our shared commitments across the globe and include our commitment to Speak Up, Respect and Protect, Improve, Communicate, Listen & Learn and Empower.

As a growing business we have a big focus on developing skills and continuous learning. From formal qualification to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities. All of our roles give people the chance to stretch themselves and learn from colleagues with a wealth of experience. As our business grows, we want our people to grow too. So we’re determined to create opportunities for everyone to drive their development and define their own career path.

**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.