Support Contact Centre Team Leader

Carnival; Southampton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading cruise line company in Southampton is seeking a Support Contact Centre Team Leader to oversee a high-performing team and ensure exceptional service. Key responsibilities include leading daily operations, motivating staff, and implementing effective strategies for customer engagement and satisfaction. Ideal candidates will have prior experience in contact centre leadership and a background in the travel industry. This full-time role offers a hybrid work model and includes comprehensive employee benefits.

Benefits

Employee Discounted Cruising plus Friends and Family offers

Extensive learning and development opportunities

Company paid private medical and dental insurance

Minimum 25 days leave, bank holiday allowance

Recognition scheme with prizes and awards

Qualifications

• Experience in leading a contact centre team, motivating and coaching staff.
• Ability to implement strategies for improving customer service.

Responsibilities

• Manage daily operations of the Contact Centre Team.
• Support advisors in revenue generation through guest interactions.
• Collaborate with management to improve First Contact Resolution.

Skills

Contact Centre Customer service experience in a leadership role

Travel agency or tour operator background

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

• Responsible 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
• Ensure 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
• Provide feedback and solutions to influence business change and success, working collaboratively with stakeholders at all levels Manage pre cruise complaints, taking ownership until fully resolved in line with agreed compensation guidelines

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 hybrid position, on a permanent basis.

Requirements: Your Expertise and Leadership

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

• Contact Centre Customer service experience in a leadership role
• Travel agency or tour operator background

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.

CUK-employee-experience-guide-July-2025.pdf

Our benefits package reflects our commitment to your wellbeing:

• Employee Discounted Cruising plus Friends and Family offers
• A friendly welcome with help settling in
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Employee-led networks
• Employee Assistance and Wellbeing programmes
• Recognition scheme with prizes and awards
• Contributory Defined Contribution Pension scheme
• Company paid private medical and dental insurance and health assessment
• In-house Occupational Health help and access to digital GP
• Life Assurance
• Parental and adoption leave
• Employee Shares Plan
• Electric Car and Cycle to Work schemes
• Onsite restaurant offering range of healthy cooked and grab and go meals
• Discounted retail and leisure via discounts portal

Ready to Lead?

If guiding a guest experience team to new heights excites you, we're eager to hear from you. Apply now to start your journey with us, where your performance-led leadership will make a difference in our shared success.

Recruitment Journey

For more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney .

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