Sales Team Leader- Contact Center

Carnival Corporation; England; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Employee Discounted Cruising

Annual bonus

Learning & Development opportunities

25 days leave + holidays

Private medical & dental insurance

Job summary

Carnival UK is seeking a Team Leader, Sales to lead a Contact Centre Sales Team, coaching colleagues to deliver guest service excellence and achieve KPIs. Hybrid role with up to two days from home, reporting to the CCO Sales Manager and contributing to sales strategies that lift conversions and revenue.

The role requires leadership experience, a sales background, and strong communication skills to influence stakeholders across the business.

Qualifications

• Experience leading or managing a team.
• Background in sales with a customer service focus.
• Proven ability to handle escalations and resolve issues.
• Confident written and verbal communication, able to influence stakeholders.

Responsibilities

• Oversee the day-to-day running of a Contact Centre Sales Team and drive KPI delivery.
• Collaborate with the CCO Sales Manager to implement sales strategies that boost conversion and revenue.
• Manage team performance through reviews, 1:1s, team meetings, and calibration of calls.
• Own guest escalations and pre-cruise complaints to resolution and drive improvements.

Skills

Leadership experience

Sales background

Customer service

Escalation handling

Stakeholder communication

Job description

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 Team Leader, Sales, who is crucial in supporting our CCO direction and nurturing a high-performing team. Your accountabilities will include:

• Responsibility for the successful day-to-day running of a Contact Centre Sales Team, using strong leadership to motivate, engage and coach colleagues to deliver exceptional guest service and achieve KPIs.
• Working closely with the CCO Sales Manager to implement sales strategies that increase conversion, marketing consent, revenue and CCO share in line with the overall brand strategy.
• Managing team performance through regular reviews, 1:1s, team meetings, call monitoring and calibration, identifying training needs and embedding process changes consistently.
• Owning guest escalations and pre-cruise complaints through to resolution, while using guest feedback and performance trends to influence business improvements.

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, we offer hybrid work including up to two days from home.

Requirements: Your Expertise and Leadership

To thrive as a Team Leader, Sales within the Contact Centre Operations team, we're looking for:

• Previous experience in a leadership or management role, with the ability to coach, motivate and support others.
• A sales background and experience of working within a customer service team.
• Proven success in handling escalations and solving problems proactively.
• Confident written and verbal communication skills, with the ability to work collaboratively and influence stakeholders at all levels.

About You: A Catalyst for Change

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

• Speak up, share ideas and raise concerns constructively.
• Respect different perspectives and follow procedures that protect colleagues, guests and Carnival UK’s reputation.
• Communicate openly, honestly and clearly, while listening and learning from experience and others.
• Bring energy and enthusiasm, empower others and share ownership of tasks and outcomes.

Why Join Us?

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.

Read our employee experience guide to learn more about life as a Carnival UK colleague here.

Our benefits package reflects our commitment to your wellbeing:

• Employee Discounted Cruising plus Friends and Family offers
• Annual bonus
• Extensive learning and development opportunities
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Company paid private medical and dental insurance and health assessment

Recruitment Journey

For more information on your recruitment journey, please visit our Candidate Journey Map.

About Us

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.