Support Contact Centre Team Leader

Career Opportunity: Support Contact Centre Team Leader with Carnival UK

This review is designed to provide potential candidates with a comprehensive understanding of the Support Contact Centre Team Leader role at Carnival UK, highlighting key advantages and considerations for your career development.

Carnival UK is seeking a motivated and experienced Support Contact Centre Team Leader to join their dynamic team. This role is instrumental in upholding the esteemed reputations of P&O Cruises and Cunard, iconic brands steeped in British maritime history. As a Support Contact Centre Team Leader, you will play a pivotal part in guiding your team towards exceptional service delivery and achieving key performance indicators (KPIs).

Key Responsibilities and Opportunities:

• Team Leadership & Performance: You will be responsible for the day-to-day success of a contact centre team, leveraging strong leadership skills to motivate, engage, and coach advisors. The focus is on cultivating a high-performing environment that consistently delivers outstanding guest experiences and meets all targets.
• Revenue Generation & Guest Empowerment: A crucial aspect of this role involves maximizing revenue opportunities during guest interactions. You'll encourage and support advisors in identifying and capitalizing on these moments, while also promoting self-service options for guests where appropriate.
• Strategic Implementation: Collaborating closely with the Contact Centre Operation (CCO) Manager, you will be involved in implementing strategies aimed at enhancing First Contact Resolution and championing a digital-first approach, aligning with the overarching brand strategy.
• Business Influence & Stakeholder Engagement: This position offers the chance to provide valuable feedback and propose solutions that drive business change and success. You will work collaboratively with stakeholders across various levels of the organisation.
• Guest Complaint Resolution: You will take ownership of pre-cruise complaints, ensuring their thorough and timely resolution in accordance with established compensation guidelines.

Career Progression and Positioning:

This role is classified as a CUK10, indicating a significant level of responsibility within Carnival UK's internal structure, which ranges from CUK15 (entry-level) to CUK1 (Brand President). This position is offered as a full-time, permanent, and hybrid opportunity, providing a blend of remote and in-office work.

What We're Looking For:

To excel in this role, candidates should possess:

• Demonstrated customer service experience within a contact centre leadership capacity.
• A background in the travel agency or tour operator sector would be highly advantageous.

Why Join Carnival UK?

Working with Carnival UK offers more than just a job; it's an opportunity to contribute to creating unforgettable holiday happiness for guests and to foster a fulfilling career for yourself. The company is committed to employee well-being and offers a comprehensive benefits package, including:

• Travel Perks: Employee discounted cruising and special offers for friends and family.
• Supportive Environment: A welcoming atmosphere with assistance for settling in, regular office events, and employee-led networks.
• Professional Development: Extensive learning and development opportunities designed to support your career growth.
• Work-Life Balance: A generous minimum of 25 days leave, bank holiday allowance, and a holiday trading scheme.
• Health & Wellbeing: Employee Assistance and Wellbeing programmes, company-paid private medical and dental insurance, and access to occupational health services.
• Financial Security: A contributory Defined Contribution Pension scheme, Life Assurance, and an Employee Shares Plan.
• Modern Benefits: Electric Car and Cycle to Work schemes.
• Onsite Amenities: An onsite restaurant with healthy meal options and a discounts portal for retail and leisure.

In summary, the Support Contact Centre Team Leader role at Carnival UK presents a compelling opportunity for individuals with proven leadership skills in customer service and a passion for the travel industry. It's a chance to contribute to well-loved brands, drive operational excellence, and benefit from a supportive and rewarding work environment with excellent career development prospects.