Partnership Helpdesk Team Leader

Job Description

 

The role of the Partnership Team Leader is to lead, manage, engage, and develop a team of advisors to meet or exceed KPIs across a range of contact channels.

This role is key in supporting the delivery of the company goals and overall Contact Centre performance by working collaboratively with other Team Leaders and wider Contact Centre teams to manage workloads within department service levels, ensure advisors are working to schedule, delivering financial targets, and maintaining exceptional customer satisfaction results.

Working with the Contact Centre Manager 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 practices, and provide solutions to provide the best guest experience. 

Key Responsibilities Include:

Ensure advisors maximize the opportunity to revenue generate across all guest and agent contact interactions, encouraging agents to self-serve where possible Manage pre cruise complaints, taking ownership until fully resolved in line with agreed compensation guidelines  Ensure service levels are delivered, and optimum productivity is achieved through effective management of advisor time  Work closely with the CCO Manager to Implement strategies to increase First Contact Resolution and a digital first approach line with the overall brand strategy 

 

This role is classified as CUK10 and is available on a full-time permanent basis. We offer hybrid work with a minimum of two days per week in our Southampton office.

Requirements: What You Need to Succeed

Successful candidates will possess:

Contact Centre Customer service experience in a leadership role  Effective communication skills and be able to offer great customer service, with the desire to go the extra mile for our guests and travel partners  Be a problem solver with the ability to resolve enquiries and complaints, delivering first call resolution to a high-quality standard.

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. 

About You: The Ideal Candidate

You are more than just your CV. You're someone who brings:

Professionalism Positive Attitude Team leadership Adaptability

 

Why Join Us?

Working within our Contact Centre Operations teams means youll be part of a community that values growth, work-life balance, and well-being. 

Employee Discounted Cruising plus Friends and Family offers Recognition scheme with prizes and awards Regular office events including live entertainment, lifestyle events and charity partner fundraisers Extensive learning and development opportunities Employee-led networks Company paid Health Cash Plan and health assessment Discounted retail and leisure via discounts portal Minimum 25 days leave and bank holiday allowance 

 

Take the Next Step

Our Hiring teams value giving candidates a great experience, if we receive a high volume of applications that will compromise our ability to offer the service we like to provide, the role could be paused or closed early, we therefore encourage you to apply early to avoid disappointment.

 

#LI-Hybrid#Job Functions:  Customer Service; Other; sales;#LI-KP1

About Us

Holidays are one of lifes 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 worlds largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britains 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.Its through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travels Employer of Choice.