Customer Experience Team Lead - UK & Ireland

Hammerjack Pty Ltd; Philippines; On-site; PHP 3,311,000 - 4,967,000; Full time

Job summary

Royal Caribbean Group seeks a Supervisor, Customer Experience Services to lead a team of on‑phone service agents in the UK & Ireland market. You will coach staff, monitor performance and drive improvements across processes and systems to deliver exceptional customer experiences.

The role requires a Bachelor's degree or equivalent, at least one year of supervisory experience, and 100% fluent English. Travel may be required; familiarity with AS400, Travelbox and Siebel is a plus.

Qualifications

• Bachelor's Degree or equivalent combination of education and experience is required.
• At least one year supervisory or leadership experience is preferred.
• 100% fluent English, written and verbal.
• Royal Caribbean Group experience is preferred.
• Occasional travel may be required.

Responsibilities

• Supervise a team of service agents during UK&I operating hours.
• Monitor and coach performance to meet KPIs with data-driven decisions.
• Provide operational leadership and support to multiple lines of business.
• Manage escalations to ensure high-quality customer service.
• Collaborate with outsourced partner management and internal teams.

Skills

Customer relations

Contact centre experience

Coaching & development

English proficiency

Analytical skills

Education

Bachelor's Degree or equivalent

Tools

AS400

Travelbox

Siebel

WFM

KD

Job description

Royal Caribbean Group seeks a Supervisor, Customer Experience Services to lead a team of on‑phone service agents in the UK & Ireland market. You will coach staff, monitor performance and drive improvements across processes and systems to deliver exceptional customer experiences.

The role requires a Bachelor's degree or equivalent, at least one year of supervisory experience, and 100% fluent English. Travel may be required; familiarity with AS400, Travelbox and Siebel is a plus.