Contact Centre Support Team Leader

Costa Crociere S.p.A.; Southampton; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Employee Discounted Cruising plus Freu

Recognition scheme with prizes and aw

Regular office events and live_ent

Extensive learning and development

Health Cash Plan and health assessment

Discounted retail and leisure via disc

Minimum 25 days leave and bank holiday

HAP Alaska-Yukon

Carnival Corporation

Carnival UK

Job summary

Carnival UK is seeking a Contact Centre Support Team Leader to drive day-to-day operations, coach a diverse team and deliver exceptional guest service. You will work closely with the CCO Manager to push a digital-first approach while achieving revenue objectives and maintaining high standards.

The role is hybrid with two days in the office, offering a clear path for leadership development within our award-winning cruise brand family.

Qualifications

• Experience leading a contact centre team in a customer service environment.
• Proven track record coaching teams to meet performance goals.
• Strong problem-solving and decision-making skills.
• Experience handling customer escalations and delivering outcomes.
• Excellent communication and stakeholder management.
• Ability to motivate and develop a diverse team.

Responsibilities

• Oversee daily operations of a contact centre team to meet KPIs.
• Motivate, coach and engage staff to deliver exceptional guest service.
• Collaborate with CCO Manager to implement digital-first strategies.
• Manage pre-cruise complaints and resolve in line with compensation guidelines.

Skills

Team leadership

Coaching

Customer service

Escalation management

Communication

Stakeholder management

Job description

We take enormous pride from bringing to life P&O Cruises and Cunard; two of the most iconic brands from Britain's rich seafaring heritage. Our Carnival UK Contact Centre Operation (CCO) team is in search of a Contact Centre Support Team Leader who is crucial in supporting our CCO direction and nurturing a high-performing team.

Responsibility

• Responsibility for the successful day to day running of a Contact Centre Team, through strong leadership, motivating, engaging, and coaching staff to deliver exceptional service to our guests and achieve KPIs
• Ensuring support advisors maximize the opportunity to revenue generate across all guest contact interactions, encouraging guests to self-serve where possible
• 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
• Manage pre cruise complaints, taking ownership until fully resolved in line with agreed compensation guidelines

Candidate Profile

• Previous experience in a Team Leader, Supervisor or people management role within a Customer Service environment.
• A track record of coaching and developing others to achieve performance goals.
• Strong problem-solving and decision-making skills.
• Experience handling customer escalations and delivering successful outcomes.
• Excellent communication and stakeholder management skills.
• The ability to motivate, engage and support a diverse team.

About You: A Catalyst for Change

We believe that diversity enriches our team. We're interested in candidates who demonstrate:

• Professionalism
• Positive and proactive attitude
• Team Collaboration
• Adaptability

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.

Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK10, offered as a full-time position, on a permanent basis. This is a hybrid position with 2 days in the office required.

Requirements: Your Expertise and Leadership

Working with us is about more than a job. It's about creating unforgettable holiday happiness for our guests and a fulfilling career for you.

Benefits Package

Our benefits package reflects our commitment to your wellbeing:

• 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, Aida
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