Job Description

We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist. If you have more, less or different experiences, but really relevant skills, we’d love to hear from you.

We work flexibly and will help you to find a healthy balance of remote working and time in our fantastic Southampton office, collaborating, taking part in events and getting to know people that makes working with us so rewarding. We welcome the opportunity to discuss reduced hours and job share arrangements.

The Role

The role of the Team Leader is to lead, manage, engage, and develop a team of Sales advisors to maximise all conversion & revenue opportunities and meet or exceed KPIs. This role is key in supporting the delivery of the company revenue targets and overall Contact Centre performance by working collaboratively with other Team Leaders and wider Contact Centre teams to manage workloads within department service levels, ensure advisors are working to schedule, delivering financial targets, and maintaining exceptional customer satisfaction results.

• Work closely with the CCO Sales Manager to implement sales strategies to increase conversion, marketing consent, revenue & CCO share in line with the overall brand strategy

• Responsible for the successful day to day running of a Contact Centre Sales Team, through strong leadership, motivating, engaging, and coaching staff to deliver exceptional service to our guests and achieve KPIs

• Manage pre cruise complaints, taking ownership until fully resolved

• Undertake regular call monitoring & calibration sessions to ensure the quality meets our standards and processes are being followed and guest experience is in line with our brand values

Our role categories range from CUK15 (entry level) to CUK1 (Brand President) so you can clearly see internal development opportunities. This role is a CUK10 and is offered on a full time 6 month FTC basis, with at least three days based in our Southampton office.

About You

Fresh ideas and different perspectives are what excite us most and help us to succeed. Alongside bringing these to the role, you’ll also need:

• Previous experience of managing outbound an sales team

• Proven success in handling escalations

• Experience in coaching others

• Ability to support and motivate others

• Demonstrated ability to solve problems in a proactive manner

Being part of our team has its advantages…

We’re a holiday company so we know there’s more to life than work. Our comprehensive range of benefits are designed to help your personal and financial health and wellbeing.

• Home and office-based hybrid working (minimum two office days)

• Recognition scheme with prizes and awards

• Employee Discounted Cruising plus Friends and Family offers

• Regular office events including live entertainment, lifestyle events and charity partner fundraisers

• Extensive learning and development opportunities

• Employee-led networks

• Employee Assistance and Wellbeing programmes

• Company paid Health Cash Plan 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

• Minimum 25 days leave, bank holiday allowance and holiday trading scheme

• Contributory Defined Contribution Pension scheme

• A friendly welcome with help settling in

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#Job Functions: Sales; Customer Service

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#Job Functions: Customer Service; Training;

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.