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 Contact Centre Support Team Leader 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 Team, through strong leadership, motivating, engaging, and coaching staff to deliver exceptional service to our guests and achieve KPIs
- Ensuring 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
- 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 position, on a permanent basis. This is a hybrid position with 2 days in the office required.
Requirements: Your Expertise and Leadership
To thrive as a Support Team Leader, we're looking for:
- Previous experience in a Team Leader, Supervisor or people management role within a Customer Service environment.
- A track record of coaching and developing others to achieve performance goals.
- Strong problem-solving and decision-making skills.
- Experience handling customer escalations and delivering successful outcomes.
- Excellent communication and stakeholder management skills.
- The ability to motivate, engage and support a diverse team.
About You: A Catalyst for Change
We believe that diversity enriches our team. We're interested in candidates who demonstrate:
- Professionalism
- Positive and proactive attitude
- Team Collaboration
- Adaptability
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
- Recognition scheme with prizes and awards
- Regular office events including live entertainment, lifestyle events and charity partner fundraisers
- Extensive learning and development opportunities
- Employee-led networks
- Company paid Health Cash Plan and health assessment
- Discounted retail and leisure via discounts portal
- Minimum 25 days leave and bank holiday allowance
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 our Candidate Journey Map..
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About Us
Skills Required
- Previous experience as a Team Leader, Supervisor, or people manager in a customer service environment
- Experience coaching and developing employees to achieve performance goals
- Strong problem-solving and decision-making skills
- Experience handling customer escalations and delivering successful outcomes
- Excellent communication and stakeholder management skills
- Ability to motivate, engage, and support a diverse team
- Professionalism
- Positive and proactive attitude
- Team collaboration
- Adaptability
What We Do
CCL Industries Inc. employs approximately 26,000 people operating 213 production facilities in 43 countries with corporate offices in Toronto, Canada, and Framingham, Massachusetts. CCL is the world’s largest converter of pressure sensitive and specialty extruded film materials for a wide range of decorative, instructional, functional and security applications for government institutions and large global customers in the consumer packaging, healthcare & chemicals, consumer electronic device and automotive markets. Extruded & laminated plastic tubes, aluminum aerosols & specialty bottles, folded instructional leaflets, precision decorated & die cut components, electronic displays, polymer bank note substrate and other complementary products and services are sold in parallel to specific end-use markets. Avery is the world’s largest supplier of labels, specialty converted media and software solutions for short-run digital printing applications for businesses and consumers available alongside complementary products sold through distributors, mass market stores and e-commerce retailers. Checkpoint is a leading developer of RF and RFID based technology systems for loss prevention and inventory management applications, including labeling and tagging solutions, for the retail and apparel industries worldwide. Innovia is a leading global producer of specialty, high-performance, multi-layer, surface-engineered films for label, packaging and security applications. The Company is partly backward integrated into materials science with capabilities in polymer extrusion, adhesive development, coating & lamination, surface engineering and metallurgy, deployed as needed across the four business segments.
