Contact Centre Team Leader: Elevate Service & Performance

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

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.